Executive Escalations Lead

Freshworks; Massachusetts; On-site; USD 85,000 - 105,000; Full time

Job summary

Freshworks is seeking an Escalation Manager in Global Customer Service (GCS) to own high-severity escalations end-to-end, serving as the single point of accountability for resolution and recovery. You will lead cross-functional situation rooms, advocate for the customer, and drive systemic improvements to prevent recurrence.

You will partner with Product, Engineering, and Success teams to address critical issues, communicate with executives, and measure performance to protect revenue and trust.

Qualifications

• 6+ years in enterprise Support, Customer Success, Technical Program Management, or Incident Management within a SaaS environment.
• 3+ years managing high-severity or executive-level escalations.
• Proven experience with enterprise or high-revenue accounts.

Responsibilities

• Own high-severity and executive-level escalations end-to-end as the primary contact.
• Lead cross-functional situation rooms and executive engagement with stakeholders.
• Advocate for the customer and rebuild trust through clear communication and expectations.
• Drive root cause analysis and post-incident reviews to address systemic issues.
• Develop and refine escalation playbooks and best practices.

Skills

Executive escalations

Customer-facing communication

Cross-functional collaboration

Root cause analysis

SaaS experience

Data-driven decision making

Job description

Freshworks is seeking an Escalation Manager in Global Customer Service (GCS) to own high-severity escalations end-to-end, serving as the single point of accountability for resolution and recovery. You will lead cross-functional situation rooms, advocate for the customer, and drive systemic improvements to prevent recurrence.

You will partner with Product, Engineering, and Success teams to address critical issues, communicate with executives, and measure performance to protect revenue and trust.