Escalation Manager

About the role

This individual contributor role manages high-severity and executive-level escalations within the Global Customer Service team. You will act as the primary point of accountability to restore customer trust, resolve critical issues, and drive long-term systemic improvements across the organization.

Key facts

What you'll do

• Serve as the main contact for executive-level and high-severity customer escalations.
• Lead cross-functional situation rooms involving Engineering, Product, Support, and Success teams.
• Create and execute stabilization plans while managing stakeholder expectations.
• Facilitate communication with C-level contacts regarding technical findings and mitigation strategies.
• Conduct post-mortem analyses to identify root causes and prevent future occurrences.
• Develop and maintain escalation playbooks and internal documentation.
• Monitor and report on key performance metrics related to escalation volume and revenue impact.

Requirements

• 6+ years of experience in SaaS environments within Customer Success, enterprise Support, Incident Management, or Technical Program Management.
• 3+ years of specific experience handling high-severity or executive-level escalations.
• Proven history of managing complex issues for high-revenue enterprise accounts.
• Experience collaborating directly with Product and Engineering departments to drive resolutions.
• Ability to manage multiple high-priority incidents simultaneously.

Skills & tools

• Root cause analysis and post-incident review frameworks.
• Ability to translate technical details into business-impact summaries.
• Data-driven approach to identifying systemic risks.
• Executive-level communication and conflict resolution skills.

Practical notes

Compensation is determined by factors including location, experience, and job-related skills. Bonus and equity may be provided. Freshworks is an equal opportunity employer.