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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.)
