Customer Escalation Lead

📋 Description

• Serve as the primary customer advocate and escalation resource for a portfolio of strategic
• Develop deep knowledge of assigned accounts, including operational workflows, platform usage
• Build trusted relationships with customer stakeholders and provide consistent communication
• Conduct regular account reviews and customer touchpoints to identify emerging concerns
• Own the complete lifecycle of customer escalations from intake through resolution and customer
• Establish clear ownership, action plans, communication cadences, documentation, and appropriate

🎯 Requirements

• 7+ years of experience in customer support, customer success, technical account management, account
• At least 3 years of experience supporting strategic accounts, enterprise customers, or
• Demonstrated ability to independently manage high-risk customer escalations from intake through
• Proven experience communicating effectively with executive-level customer stakeholders, including
• Experience coordinating complex customer issues across Product, Engineering, Customer Success
• Strong understanding of customer relationship management, customer risk mitigation, escalation

🎁 Benefits

• Full-time employment.
• Remote work arrangement.
• Opportunity to manage relationships with strategic and enterprise customers.
• Senior individual contributor role with significant cross-functional influence.
• Exposure to executive-level customer engagement and strategic account management.
• Collaboration across Customer Support, Product, Engineering, Customer Success, QA, and Professional