Customer Support Manager (Escalations)

The Customer Support Manager (Escalations) leads the Global L3 Escalations function, overseeing the resolution of high-severity customer issues that present significant operational, financial, reputational, or customer retention risk. The role drives effective incident management, cross-functional coordination, and timely stakeholder communication to support rapid issue resolution within established global escalation frameworks. This position serves as a senior customer advocate during business-critical escalations and is responsible for leading, coaching, and developing Global Escalation Associates.