Senior Customer Escalations Lead

OneTrust; Atlanta, Chicago, San Francisco (GA, IL, CA); Remote; USD 71,000 - 95,000; Full time

Benefits offered by this job

Healthcare coverage

Flexible PTO

Equity RSUs

Annual performance bonus opportunities

Retirement account support

Paid parental leave

Career development opportunities

Privacy certification exam fees

Job summary

OneTrust is seeking a Sr Customer Escalations Manager in the United States to lead the resolution of high-priority customer issues and coordinate cross-functional teams. You will be a trusted point of contact, communicating clearly and driving timely resolutions to strengthen trust and retention.

Responsibilities include end-to-end escalations, root-cause analysis, and proactive risk management across Support, Engineering, Product, and Customer Success.

Qualifications

• 5–7 years of experience in customer support, customer success, incident management, or related customer-facing role.
• Experience handling complex or high-priority customer issues in a fast-paced environment.
• Strong analytical and problem-solving skills, with ability to identify root causes and implement lasting solutions.
• Ability to lead through influence and coordinate work across technical and non-technical teams.
• Excellent written, verbal, presentation, and negotiation skills.
• Customer-first mindset with empathy and trust-building under pressure.
• Strong judgment, composure, adaptability and prioritization.
• Proactive in identifying risks and improving processes.
• Strong organization and time-management skills; able to manage multiple priorities independently.
• Commitment to OneTrust values.
• Knowledge of trust, privacy, security, or compliance tech industry.
• Relevant certifications such as IAPP, PMP, or CCSM.
• Experience with Salesforce, Jira, and Microsoft Office.
• Fluency in more than one language.

Responsibilities

• Own the end-to-end management of customer escalations from initial response through resolution and follow-up.
• Partner with Support, Engineering, Product, Customer Success, and other teams to investigate issues and coordinate timely resolutions.
• Maintain clear, consistent communication with customers and internal stakeholders throughout the escalation process.
• Translate complex technical information into clear, audience-appropriate updates for both technical and non-technical stakeholders.
• Coordinate root-cause analysis and communicate what happened, how it was resolved, and how similar issues will be prevented.
• Lead follow-up conversations with customers to review resolutions and preventive actions.
• Monitor high-priority customer accounts to identify and address potential issues before escalation.
• Manage multiple escalations concurrently while maintaining priorities and timelines.
• Maintain accurate escalation records, known-defect information, workarounds, and lessons learned.
• Identify trends and recommend process/product/service improvements to reduce future escalations.

Skills

Customer support experience

Incident management

Analytical problem-solving

Cross-functional coordination

Written and verbal communication

Customer-first mindset

Prioritization/judgment

Proactive risk identification

Organizational skills

Multilingual

Tools

Salesforce

Jira

Microsoft Office

Job description

OneTrust is seeking a Sr Customer Escalations Manager in the United States to lead the resolution of high-priority customer issues and coordinate cross-functional teams. You will be a trusted point of contact, communicating clearly and driving timely resolutions to strengthen trust and retention.

Responsibilities include end-to-end escalations, root-cause analysis, and proactive risk management across Support, Engineering, Product, and Customer Success.