Escalation Program Lead, Customer Support - Remote

Overview

The Escalation Program Lead will be responsible for developing and implementing strategies to identify and resolve global support escalations, improving the customer experience and driving operational excellence.

In Short

• Develop and manage the Escalation Program roadmap.
• Collaborate with CX and support leadership on organizational priorities.
• Drive operational excellence and improve customer support efficiency.
• Track and analyze causes of escalations for continuous improvement.
• Take ownership of executive escalations with rapid response.
• Establish clear policies for case escalation.
• Equip support associates with tools for autonomous resolution.
• Collaborate with internal teams to ensure timely resolution of escalated cases.
• Advocate for customer needs and drive a culture of continuous improvement.
• Work flexible hours to support global customer base.

Requirements

• 5+ years in customer service or support environment.
• 5+ years of program or project management experience.
• 2+ years managing customer support escalations.
• Bachelor’s degree or equivalent experience.
• Exceptional English communication skills.
• Strong project management and analytical skills.
• Experience in process improvement and automation.
• Ability to track and manage escalated cases.
• Must have flexibility to accommodate global meetings.

Benefits

• Join a dynamic team committed to excellence.
• Opportunity to make an impact in customer support.
• Work in a global environment.
• Continuous learning and development opportunities.
• Collaborate with cross-functional teams.