Customer Support Manager (Escalations)

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Job Description:

The Manager leads the Global L3 Escalations function overseeing the resolution of high-severity customer issues that present significant operational financial reputational or customer retention risk. Working within established global escalation frameworks and operating procedures the role drives effective incident management cross-functional coordination and timely stakeholder communication to support rapid issue resolution.

Responsibilities

• Own and continuously improve global escalation management processes severity definitions SLAs and engagement models.
• Establish clear ownership accountability and resolution pathways across support operations sales vendor and product teams.
• Drive executive-level incident response and coordinate cross-functional resources during critical situations.
• Ensure consistent customer communications status updates and recovery plans during escalations.
• Serve as senior customer advocate during business-critical escalations.
• Lead coach and develop Global Escalation Associates.
• Establish incident management best practices and response standards.

Requirements

• Minimum of 5 years in Escalation Management Customer Success Technical Support Operations or Service Delivery with 3 years in leadership roles managing critical customer issues.
• Experience supporting and directly interacting with different customer segments including but not limited to enterprise strategic or retail customers.
• High AQ (Adversity Quotient) and extensive experience overseeing high-urgency customer experience cases and escalations with a strong track record of driving timely resolution customer retention and service recovery.
• Able to work in varying time zones to support the business.
• Regularly apply expertise in day-to-day activities. May fill the role of a staff member in complex situations. Experience in communication tools across telephone email and Video Conferencing (Teams) as well as client case management and ticketing platforms (CRM Zendesk etc.)