Executive Escalation Lead - Enterprise SaaS

Freshworks; California (MO); On-site; USD 115,940 - 143,200; Full time

Job summary

Freshworks is seeking an Escalation Manager for Global Customer Service (GCS) in the US. You will own end-to-end high-severity escalations, serving as the single point of accountability for resolution, communication, and recovery.

You will lead cross-functional situation rooms, advocate for the customer internally, and drive systemic improvements to prevent recurrence. This is a high-visibility, impact role influencing retention, revenue protection, and product improvements.

Qualifications

• 6+ years in enterprise Support, Customer Success, or Incident Management within a SaaS environment.
• 3+ years managing high-severity or executive-level escalations.
• Experience with enterprise or high-revenue accounts.
• Experience partnering with Product and Engineering to resolve complex issues.

Responsibilities

• Serve as the primary point of contact for high-severity and executive escalations.
• Lead internal escalation rooms and executive engagements.
• Advocate for the customer and restore trust with clear, proactive communication.
• Drive root cause analysis and implement systemic improvements.
• Measure performance with dashboards and executive reporting.

Skills

Escalation management

Executive communication

Cross-functional collaboration

Data analysis

Root cause analysis

SaaS experience

Customer focus

Job description

Freshworks is seeking an Escalation Manager for Global Customer Service (GCS) in the US. You will own end-to-end high-severity escalations, serving as the single point of accountability for resolution, communication, and recovery.

You will lead cross-functional situation rooms, advocate for the customer internally, and drive systemic improvements to prevent recurrence. This is a high-visibility, impact role influencing retention, revenue protection, and product improvements.