Escalation Leader

Fetcherr builds responsible AI that transforms market complexity into measurable profit growth.

At the core of the company is the Market Model - a proprietary AI-powered model delivering accurate, granular demand predictions with 96% forecast accuracy and real-time decision intelligence for commercial teams. Built on a glass-box architecture, it uses market data - not personal data - with full transparency into logic and outcomes. First deployed in global aviation, the technology is industry-agnostic and scales across volatile markets.

Fetcherr delivers a consistent average profit uplift of 7%, with corporate partners including Delta, Virgin Atlantic, WestJet, Viva, and Azul.

About the Role

We're looking for a senior Escalation Leader to serve as the critical bridge between our support organization and R&D. This is a senior individual contributor role — you won't manage a team directly, but you'll have significant influence across the entire Production & Support function and beyond.

You're the person who owns every escalation that reaches engineering, end-to-end. That means ensuring issues are properly investigated before they ever get to R&D, running and managing the escalation flow end to end with R&D leaders, commanding the response during major production incidents, and driving post-incident reviews that actually lead to change. You'll define what "escalation-worthy" looks like, hold the line on quality, and make sure R&D's attention is spent on problems only they can solve.

This role sits at the intersection of technical depth, process discipline, and organizational influence. The right person for this role is someone who is energized by complexity, thrives without a formal mandate, and understands that the best way to lead is to be the most prepared, most connected, and most trusted person in the room.

What You'll Do

• Own all R&D escalations end-to-end — from intake through resolution — ensuring every escalation is well-investigated, prioritized and handled till resolution by R&D, clearly documented, and genuinely requires engineering involvement.
• Define, maintain, and continuously refine escalation criteria and thresholds, creating a shared standard that the entire support organization can operate against.
• Serve as incident commander during major production outages — coordinating response across support, engineering, and stakeholders, and keeping communication clear and authoritative throughout.
• Act as the formal liaison between the Support and R&D teams — building relationships, establishing trust, and creating the communication channels that allow both sides to work together effectively.
• Track and reduce the "unjustified escalation" rate — one of your core metrics — by working with support teams to improve investigation quality and self-sufficiency.
• Lead post-incident reviews and root cause analyses, ensuring findings translate into concrete preventive actions, not just reports that get filed away.
• Own incident SLA and RCA quality as organizational KPIs, reporting on trends and driving accountability across teams.
• Partner with the Support Team Leaders to identify systemic issues, recurring failure patterns, and product gaps that need to be surfaced upstream.
• Influence without authority — you'll drive process improvements, enforce standards, and shape how the organization handles its hardest problems, all without a direct reporting line.