Incident & Escalation Lead- Enterprise Customers
Core
Own complex, executive-level, and commercial escalations for enterprise customers, coordinating cross-functional teams to drive resolutions and restore customer confidence.
Role type
Senior IC Incident & Escalation Lead (Enterprise Support)
Builds
Resolution plans, communication updates, and post-escalation recovery strategies for critical customer situations
Domain
B2B SaaS / Enterprise Software / Customer Support
Deliverable
client delivery
Required skills
Enterprise customer relationship management, cross-functional team coordination, executive stakeholder engagement, structured incident coordination, written and verbal communication, post-incident review leadership, playbook development
Preferred skills
ITIL Foundation certification, DevSecOps/CI/CD/cloud-native product experience, formal incident command framework familiarity, AI-assisted support tool usage
Technologies
Zendesk, Salesforce, Slack, PagerDuty
Responsibilities
Manage complex escalations from engagement to resolution, advocate for customers internally, track commitments and deadlines, maintain customer-facing resolution plans, coordinate with Incident Managers, lead external escalation communications, represent the organization in high-stakes discussions, engage executive stakeholders, provide structured leadership updates, lead post-escalation reviews, coordinate transition to Customer Success Manager, partner to improve escalation processes
Seniority
Senior, hands-on IC
