Customer Escalation & Incident Manager

The Customer Escalation & Incident Manager serves as the central point of ownership for high-impact customer experience issues, proactively identifying at-risk customers and driving resolution through cross-functional coordination. This role involves managing complex incidents end-to-end, de-escalating high-friction interactions, and advocating for customers to restore confidence in the service. The position also focuses on analyzing trends to uncover root causes and implementing systemic improvements to prevent recurring issues.