Manager, Customer Escalations

📋 Description

• Lead, coach, and develop a high-performing team responsible for complex and high-visibility
• Own the strategy, operating standards, performance, and continued development of the Customer
• Serve as a senior escalation point for sensitive, complex, or business-critical customer situations.
• Personally engage with customers in high-impact situations, taking ownership of difficult
• Build a voice-first culture, prioritizing direct customer engagement when urgency, complexity, or
• Establish scalable processes for managing escalations originating from executives, social media

🎯 Requirements

• 8+ years of progressive experience in Customer Support, Customer Experience, Customer Success
• Demonstrated success in a high-growth SaaS or technology environment.
• Experience leading high-performing customer-facing professionals and owning or materially
• Exceptional written and verbal communication skills, including confidence engaging customers
• Strong business judgment and experience navigating complex or high-risk customer situations.
• Demonstrated ability to identify patterns, diagnose root causes, and turn customer insights into