Customer Escalation Lead

Job Summary

Serving as a primary customer advocate, the full-time Customer Escalation Lead will manage strategic customer relationships and drive the resolution of high-impact escalations while working remotely.

Key responsibilities

• Own the end-to-end lifecycle management of customer escalations, ensuring timely resolution and clear communication
• Develop and maintain deep knowledge of assigned strategic accounts to proactively identify concerns and opportunities
• Coordinate cross-functional resources to address complex customer issues and drive accountability across teams

Required qualifications

• 7+ years of experience in customer support, customer success, or escalation management within a SaaS environment
• Minimum of 3 years managing strategic accounts or executive-visible customer relationships
• Proven ability to manage high-risk customer escalations independently from intake to resolution
• Experience coordinating complex customer issues across various teams such as Product and Engineering
• Strong understanding of customer relationship management and escalation governance practices