Head of Customer Escalations & Risk

Eve; United States; On-site; USD 185,000 - 215,000; Full time

Benefits offered by this job

Competitive Salary & Equity

401(k) Program with Employer Matching

Health, Dental, Vision and Life

Short & Long Term Disability

Commuter Benefits

Autonomous Work Environment

Workplace Setup Reimbursement

Telecomm Stipend

Flexible Time Off

Quarterly Team Gatherings

In office Perks

Job summary

Eve is redefining legal technology for plaintiff law firms and is seeking a senior escalation leader to own recovery efforts for high-impact customer issues. You will report to the VP of Customer Success and coordinate with Support, Product, Engineering and Delivery to ensure timely, trusted resolutions.

You’ll decide urgency, own the escalation, and translate technical findings into clear updates for customer executives, while driving product and process improvements across teams.

Qualifications

• Experience leading complex enterprise software escalations.
• Hands-on technical background in support/solutions engineering or similar.
• Proven ability to communicate with customer executives under pressure.
• Experience building escalation programs with clear ownership & criteria.
• Ability to secure decisions across teams without direct authority.
• Use data, AI or automation to identify emerging problems & improve follow-through.

Responsibilities

• Build and run one view of every flagged customer risk and escalation.
• Lead complex recovery plans and executive customer conversations.
• Work with Support, Product and Engineering to understand failures & remedies.
• Set decision deadlines and bring tradeoffs to VP of Customer Success.
• Close recoveries with clear exit criteria and hand back to account teams.
• Identify recurring causes and drive product/delivery improvements.

Skills

Enterprise escalations

Tech account mgmt

Executive communication

Escalation program

Data-driven

Job description

Eve is redefining legal technology for plaintiff law firms and is seeking a senior escalation leader to own recovery efforts for high-impact customer issues. You will report to the VP of Customer Success and coordinate with Support, Product, Engineering and Delivery to ensure timely, trusted resolutions.

You’ll decide urgency, own the escalation, and translate technical findings into clear updates for customer executives, while driving product and process improvements across teams.