Incident & Escalation Lead- Enterprise Customers

📋 Description

• Manage complex, executive, and commercial escalations end-to-end in accordance with established
• Advocate for enterprise customers internally and coordinate Engineering, Support, Product, Customer
• Track commitments, assign accountability, and ensure responsible teams deliver agreed actions and
• Maintain clear, written, customer-facing resolution plans throughout each engagement, updating them
• Coordinate with Incident Managers during concurrent technical incidents to ensure customers receive
• Lead external escalation communications using approved templates and communication schedules.

🎯 Requirements

• Experience in enterprise technical support, customer success, or incident and escalation management
• Proven ability to own complex, multi-stakeholder escalations from start to finish, including
• Excellent written and verbal communication skills, with the ability to translate technical
• Demonstrated ability to coordinate Engineering, Support, Product, Customer Success, and Sales teams
• Calm, structured decision-making skills and the ability to provide stability and direction in
• Familiarity with support and coordination platforms such as Zendesk, Salesforce, Slack, and

🎁 Benefits

• Flexible paid time off.
• Equity compensation and access to an employee stock purchase plan.
• Growth and development fund.
• Parental leave.
• Team Member Resource Groups.
• Benefits designed to support health, financial well-being, and personal development.