Customer Support Manager (Escalations)

Job description

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.)