Customer Escalation Manager - Remote

Overview

As a Customer Escalation Manager, you will act as the quarterback for de-escalating high-risk accounts, owning the path-to-green for critical situations. You are a skilled communicator who thrives at navigating complex customer challenges, influencing cross-functional teams, and restoring customer confidence.

In Short

• Act as the primary quarterback for red/yellow account escalations.
• Develop a deep understanding of the customer’s relationship and complaints.
• Lead structured de-escalation plans and track follow-through.
• Own communication with executives during critical escalations.
• Maintain visibility into all critical account escalations.
• Proactively identify systemic risks and implement improvements.
• Collaborate with leadership to scale escalation processes.
• Contribute to post-escalation reviews and retrospectives.
• Coach CSMs and TAMs on escalation handling.
• Proven project management skills to drive accountability.

Requirements

• 5-7 years of customer-facing experience in a technical role.
• Demonstrated success in leading de-escalations for complex customers.
• Strong understanding of customer lifecycle and escalation management.
• Excellent verbal and written communication skills.
• Ability to remain calm and strategic under pressure.
• Strong organizational skills to prioritize high-stakes issues.
• Experience collaborating with cross-functional teams.
• Empathy-driven, customer-first orientation.
• Experience in Cybersecurity is required.

Benefits

• Eligible for bonuses and restricted stock units (RSUs).
• Individual compensation based on skills and experience.