Senior Customer Escalations Manager - Remote SaaS

gohighlevel; United States; Remote; USD 74,000 - 95,000; Full time

Benefits offered by this job

Remote-first organization

Global team

Competitive salary

Job summary

gohighlevel, a remote-first company, is hiring a Manager for its Customer Escalations function to lead a team handling the most complex, sensitive, and high-visibility customer situations. This is a hands-on leadership role that blends direct customer engagement, people management, and cross-functional influence across a large SaaS platform.

The role focuses on resolving difficult cases while turning insights into systemic improvements that prevent recurring friction.

Qualifications

• Experience leading customer escalation teams in a SaaS environment.
• Ability to influence and drive change across teams without direct authority.
• Strong analytical skills and data-driven decision making.
• Ability to operate independently in ambiguous situations and manage hands-on execution.
• Technical curiosity and ability to learn complex software products.
• Bachelor's degree or equivalent professional experience.

Responsibilities

• Lead, coach, and develop a team of specialists handling complex and high-stakes customer escalations.
• Set strategy, operating standards, and performance goals for the escalations function, with a focus on ownership and direct human engagement.
• Serve as a senior escalation point for sensitive or business-critical customer situations, personally taking ownership of difficult conversations.
• Build scalable processes for escalations arriving through executives, social media, online reviews, community channels, and other non-standard paths.
• Partner with Frontline Support, Premium Support, Customer Success, Product, Engineering, Billing, RevOps, and other teams to resolve issues and improve broken handoffs.
• Translate patterns observed in escalations into operational, tooling, and process improvements across the broader customer journey.

Job description

gohighlevel, a remote-first company, is hiring a Manager for its Customer Escalations function to lead a team handling the most complex, sensitive, and high-visibility customer situations. This is a hands-on leadership role that blends direct customer engagement, people management, and cross-functional influence across a large SaaS platform.

The role focuses on resolving difficult cases while turning insights into systemic improvements that prevent recurring friction.