Senior Customer Support & Escalation Leader

Mesa Labs, Inc.; Lakewood (CO); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Bonus program

Equity awards

401(k) match

Paid holidays

Health insurance

Paid time off

Job summary

Mesa Labs, Inc. is seeking a Manager, Customer Support to lead the end-to-end complaint and escalation response system. You will work with Sales, Quality, Operations, and Product to drive issue resolution, reduce recurrence, and improve the customer experience.

The role requires 5–8 years in customer support and 2–3 years in a leadership position, with a Bachelor's degree. Competitive benefits and a focus on accountability and customer advocacy are offered.

Qualifications

• Bachelor’s degree in Business, Communications, or a related field.
• 5–8 years of experience in customer support, with 2–3 years in a management or senior leadership role overseeing escalation or response processes.
• Strong leadership and people-management skills; ability to guide teams through complex, high-impact issues.

Responsibilities

• Own and manage the customer complaint and escalation response system, ensuring issues are logged, tracked, escalated, and resolved.
• Ensure complaints are handled at the appropriate level of authority with timely handoffs and clear accountability.
• Serve as the senior escalation point for complex or high-impact issues requiring cross-functional coordination.
• Define, implement, and continuously improve standardized processes for complaint intake, escalation, investigation, resolution, and closure.
• Monitor adherence to procedures and ensure documentation and closure of all complaints.
• Lead and develop a team responsible for managing customer complaints and escalated inquiries.

Skills

Customer support

Escalation mgmt

Leadership

SLA governance

Cross-functional

Education

Bachelor's degree

Tools

CRM systems

Job description

Mesa Labs, Inc. is seeking a Manager, Customer Support to lead the end-to-end complaint and escalation response system. You will work with Sales, Quality, Operations, and Product to drive issue resolution, reduce recurrence, and improve the customer experience.

The role requires 5–8 years in customer support and 2–3 years in a leadership position, with a Bachelor's degree. Competitive benefits and a focus on accountability and customer advocacy are offered.