Manager, Customer Escalations

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and cultivate a high-performing team tasked with managing intricate and high-profile customer escalations.

• Take ownership of the strategy, operational standards, performance metrics, and ongoing development of the Customer Escalations team.

• Act as a senior escalation point for sensitive, complex, or critical customer scenarios.

• Engage directly with customers during high-impact situations and facilitate resolutions across HighLevel.

• Foster a voice-first culture that emphasizes direct customer engagement when urgency, complexity, or trust necessitates it.

• Create scalable processes for escalations arising from executives, social media, online reviews, community channels, and other non-standard avenues.

• Collaborate with Frontline Support, Escalations, Premium Support, Customer Success, Product, Engineering, Billing, RevOps, and other departments to identify and resolve customer friction.

• Convert customer insights into actionable recommendations and operational enhancements.

• Influence cross-functional teams to tackle recurring customer friction, clarify responsibilities, improve transitions, and minimize repeat escalations.

• Spearhead targeted initiatives and assess improvements in customer outcomes.

• Leverage data, automation, tools, and process enhancements to boost the effectiveness and scalability of Customer Advocacy.

⛳️ Requirements

• A minimum of 8 years of progressive experience in Customer Support, Customer Experience, Customer Success, Escalations, or a related customer-facing technology role, including significant leadership experience.

• Proven success in a high-growth SaaS or technology setting.

• Experience leading high-performing customer-facing teams and owning or significantly influencing a customer-facing function or program.

• Outstanding written and verbal communication abilities.

• Confidence in engaging with customers, business owners, executives, and senior internal stakeholders.

• Strong business acumen and experience managing complex or high-risk customer situations.

• Ability to identify trends, diagnose root causes, and translate customer insights into operational enhancements.

• Capability to influence and drive change across teams without direct authority.

• Strong analytical skills and comfort in utilizing data to prioritize issues and measure outcomes.

• Ability to work independently in ambiguous situations and seamlessly transition between strategic thinking and hands-on execution.

• Strong technical curiosity and the ability to gain deep proficiency in complex SaaS products and customer use cases.

• Excellent prioritization skills with a strong inclination towards action and ownership.

• Bachelor's degree or an equivalent combination of education and relevant professional experience.

🏝️ Benefits

• Global, remote-first organization.

• Equal Opportunity Employer.

• Voluntary demographic information is maintained separately and is not factored into hiring decisions.