Senior Support Escalation Manager

About the role

Customer Resolution: Act as the central point of coordination for complex, high-impact, politically sensitive, or business-critical customer escalations, driving resolution across multiple teams and organizations. Advocate on behalf of customers by identifying risks, removing blockers, and aligning stakeholders to expedite resolution and restore customer confidence.

Lead end-to-end escalation management, ensuring issues are addressed with urgency, accountability, and clear ownership across engineering, support, product, and field teams. Analyze technical and operational challenges, identify root causes, and develop mitigation plans to reduce business impact and prevent recurrence.

Influence resolution strategies and drive action plans that improve customer outcomes, support experience, and time to resolution. Partner with account teams, support engineers, engineering teams, and leadership stakeholders to coordinate resources and progress complex customer issues.

Provide proactive status updates, executive communications, and risk assessments to customers and internal stakeholders throughout the lifecycle of an escalation. Collaboration: Build and leverage strong cross-functional relationships to accelerate issue resolution, remove organizational roadblocks, and improve customer outcomes.

Facilitate collaboration across support, engineering, product groups, field organizations, and leadership teams to align priorities and drive accountability. Identify systemic issues, recurring patterns, and process gaps, partnering with stakeholders to implement corrective actions and long-term improvements.

Lead or contribute to strategic initiatives focused on operational excellence, customer satisfaction, escalation management effectiveness, and service improvement. Share knowledge, provide informal coaching, and mentor peers on escalation management best practices, stakeholder engagement, and customer advocacy.

Influence without authority by bringing together diverse stakeholders to achieve resolution in highly complex and ambiguous situations. Communication & Stakeholder Management Serve as a trusted advisor during critical customer situations, providing clear, concise, and actionable communications tailored to technical, business, and executive audiences.

Manage stakeholder expectations by communicating progress, risks, dependencies, and resolution plans in a timely and transparent manner. Lead customer calls, executive reviews, and cross-functional discussions to align teams on priorities, commitments, and next steps. Deliver executive-ready summaries, business impact assessments, and escalation insights to support informed decision-making.

Drive post-incident reviews and retrospective discussions, ensuring lessons learned, corrective actions, and preventive measures are documented and implemented. Identify trends across escalations and provide data-driven recommendations that improve customer experience, operational efficiency, and organizational readiness.

Business Impact & Continuous Improvement Use data and insights from escalations to identify opportunities for service improvement, operational efficiencies, and customer experience enhancements. Partner with leadership to drive initiatives that reduce escalation volume, improve resolution times, and increase customer satisfaction.

Contribute to the evolution of GetHelp processes, tooling, and operating models by identifying gaps and recommending scalable solutions. Support organizational priorities through participation in strategic programs, readiness efforts, and cross-functional improvement initiatives. Support Escalation Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $188,400 per year.

Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR equivalent experience. Business level fluentcy in French.

Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience OR equivalent experience.

Proven experience managing complex, high-impact, and business-critical escalations, driving resolution across multiple teams and stakeholders. Demonstrated ability to serve as the primary point of accountability for customer escalations, ensuring alignment, communication, and execution throughout the resolution lifecycle.

Experience managing high-volume, high-severity escalations while maintaining focus on customer outcomes, urgency, quality, and risk mitigation. Proven track record of leading executive-level escalations, including engagement with senior leaders, account teams, and customer stakeholders.

Strong critical thinking, decision-making, and prioritization skills, with the ability to effectively balance competing priorities across multiple critical issues. Experience driving cross-functional collaboration across Support, Engineering, Product, Operations, Customer Success, Sales, Legal, and other partner organizations to achieve customer outcomes.

Exceptional written and verbal communication skills, with the ability to communicate complex situations clearly, concisely, and confidently to executive audiences. Demonstrated ability to influence without authority, build trusted partnerships, and drive accountability across diverse stakeholder groups.

Experience identifying systemic issues, driving root cause analysis, and leading process or service improvements that enhance customer experience and operational effectiveness. Proven ability to navigate ambiguity, manage risk, and make sound decisions in fast-paced, high-pressure environments.