Customer Support Manager (Escalations)
About this role
Customer Support Manager (Escalations)
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.
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