Escalations Manager — Lead High-Impact Customer Outcomes

HighLevel; United States; Remote; USD 74,000 - 95,000; Full time

Job summary

HighLevel is seeking a hands-on Manager, Customer Support - Escalations to lead our Escalations team and own high-stakes customer experiences. You will personally engage with customers when needed and coordinate with product, engineering, and billing to resolve problems.

You will build a voice-first culture, translate insights into operational improvements, and drive scalable processes across executive escalations, social channels, and reviews.

Qualifications

• 8+ years in customer support, customer experience, success, escalations, or related function with meaningful leadership experience.
• Proven success in a high-growth SaaS or technology environment.
• Strong written and verbal communication, including engaging with executives and senior stakeholders.

Responsibilities

• Lead and develop a high-performing team responsible for complex and high-visibility customer escalations.
• Own the strategy, operating standards, performance, and continued development of the Customer Escalations function.
• Serve as a senior escalation point for sensitive, complex, or business-critical customer situations.
• Personally engage with customers in high-impact situations, coordinating resolution across HighLevel.
• Build a voice-first culture and prioritize direct customer engagement when urgency or trust requires it.

Skills

Leadership experience

SaaS industry experience

Customer-facing leadership

Communication skills

Analytical skills

Data-driven decision making

Problem solving

Education

Bachelor's degree

Job description

HighLevel is seeking a hands-on Manager, Customer Support - Escalations to lead our Escalations team and own high-stakes customer experiences. You will personally engage with customers when needed and coordinate with product, engineering, and billing to resolve problems.

You will build a voice-first culture, translate insights into operational improvements, and drive scalable processes across executive escalations, social channels, and reviews.