Senior Enterprise Escalations Lead

Eve; United States; A distancia; USD 180.000 - 215.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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 (FTO) + Holidays

Quarterly Team Gatherings

In office Perks*

Descripción de la vacante

Eve is redefining legal technology for plaintiff law firms, hiring a senior escalation leader to own the recovery program and drive critical escalations with executive customers. You will partner with support, product, and engineering to ensure timely, high-impact resolutions, while shaping AI-enabled workflows for better outcomes.

Reporting to the VP of Customer Success, you will own escalation governance, drive cross-functional actions, and communicate clearly with executives to restore trust

Formación

• Led complex enterprise software escalations and recoveries for key customers.
• Hands-on technical background: support/solutions engineering or architecture.
• Proven ability to communicate with customer executives and earn trust.
• Built escalation programs with clear ownership and resolution criteria.
• Judgment under pressure; secure cross-team decisions without authority.
• Used data/AI to spot issues and guide follow-through.

Responsabilidades

• Build and run one view of flagged customer risk and escalation. Set severity, ownership, and next steps for each case.
• Lead complex recovery plans and executive customer conversations with agreed actions and dates.
• Translate technical findings into clear customer communications with Support, Product and Engineering.
• Get decisions across teams by setting deadlines and presenting recommendations to leadership.
• Close recoveries with clear exit criteria and keeps the CSM involved throughout.
• Identify recurring escalation causes and drive product/delivery improvements.

Conocimientos

Escalation leadership

Technical background

Executive communication

Cross-functional collaboration

Data/AI usage

Decision making

Descripción del empleo

Eve is redefining legal technology for plaintiff law firms, hiring a senior escalation leader to own the recovery program and drive critical escalations with executive customers. You will partner with support, product, and engineering to ensure timely, high-impact resolutions, while shaping AI-enabled workflows for better outcomes.

Reporting to the VP of Customer Success, you will own escalation governance, drive cross-functional actions, and communicate clearly with executives to restore trust