About this role
It's fun to work in a company where people truly BELIEVE in what they're 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.)