Remote Resolution Manager

Summary

Join HackerOne's global team as a Resolution Manager for Triage! This role involves coordinating the tactical response to customer escalations, collaborating with Account Executives and Customer Success Managers, and ensuring timely and satisfactory resolution of customer complaints.

Requirements

• Proven track record in managing escalations at the F1000 level, understanding enterprise class customers needs and concerns. Able to comfortably communicate to C level management and gain trust
• Excellent problem-solving skills, with the ability to think critically and address complex security challenges
• Strong communication skills, capable of translating technical issues into actionable steps for clients and internal staff
• Experience working directly with clients or in a client-facing role, preferably in the security or IT sector
• Ability to work independently and manage multiple cases simultaneously

Responsibilities

• Collaborate with Account Executives, Customer Success Managers and Triage managers to identify at-risk customers
• Investigate and document a detailed record of each customer escalation or concern, including resolution steps, client interactions, and final outcomes
• Create a get-well plan for high risk customers and meet with the customer to review progress
• Build and monitor an escalation dashboard and report progress to executive leadership
• Provide post-resolution support, including post-mortem analysis and recommendations to prevent recurrence of issues
• Ensure the highest level of client satisfaction by maintaining regular communication and providing clear, actionable guidance

Preferred Qualifications

Experience with HackerOne or similar bug bounty platforms

Benefits

Must be based remotely in US or Canada, Eastern timezone preferred. HackerOne is a digital-first company