Executive Escalations Lead

Freshworks; San Mateo (CA); On-site; USD 85,000 - 105,000; Full time

Job summary

Freshworks in San Mateo, CA is seeking an Escalation Manager within Global Customer Service to own high-severity escalations end-to-end, serving as single point of accountability for resolution, communication, and recovery.

You will lead cross-functional situation rooms, advocate for the customer, drive root-cause analysis, and implement preventive improvements to protect revenue and strengthen 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 working with enterprise or high-revenue accounts.
• Experience partnering closely with Product and Engineering teams to resolve complex issues.

Responsibilities

• Own & orchestrate critical escalations and act as primary point of contact for high-severity/executive-level incidents.
• Lead situation rooms, drive structured escalation management, and produce executive-ready summaries.
• Advocate for the customer, maintain empathy, and rebuild trust through clear communication.
• Drive root-cause analysis and partner with Product/Engineering to address systemic issues and prevent recurrence.
• Measure and improve performance with escalation metrics and executive reporting.

Skills

Executive escalations

Cross-functional leadership

Stakeholder management

Data analysis

Root-cause analysis

Job description

Freshworks in San Mateo, CA is seeking an Escalation Manager within Global Customer Service to own high-severity escalations end-to-end, serving as single point of accountability for resolution, communication, and recovery.

You will lead cross-functional situation rooms, advocate for the customer, drive root-cause analysis, and implement preventive improvements to protect revenue and strengthen trust.