Senior Escalations Lead: Customer Trust & Resolution

OneTrust, LLC; San Francisco (CA); Presencial; USD 140.000 - 200.000; Jornada completa

Descripción de la vacante

OneTrust, LLC in San Francisco, CA, is seeking a Senior Customer Escalations Manager to lead resolution of complex, high-priority issues. You will be the trusted point of contact for customers during challenging situations and will coordinate cross-functional teams to drive timely, clear, and thoughtful outcomes.

You will own escalations end-to-end, partner with Support, Engineering, Product, and Customer Success, translate technical details for varied audiences, perform root-cause analyses, and

Formación

• 5–7 years in customer support, success, incident management, or related customer-facing function.
• Experience handling complex/high-priority issues in fast-paced environments.
• Strong analytical and problem-solving abilities to identify root causes.
• Proven ability to lead through influence across technical and non-technical teams.

Responsabilidades

• Own end-to-end management of customer escalations from response to resolution.
• Collaborate with Support, Engineering, Product, and Success teams for timely solutions.
• Maintain clear communication with customers and stakeholders during escalations.
• Translate complex technical info into clear updates for varied audiences.
• Lead root-cause analyses and communicate preventive actions.
• Conduct follow-up conversations to review resolutions and actions.
• Monitor high-priority accounts to prevent escalations.
• Manage multiple escalations with aligned priorities and timelines.
• Maintain escalation records, defect info, workarounds, and lessons learned.
• Identify trends and suggest product/process improvements to reduce escalations.

Conocimientos

Escalation management

Cross-functional leadership

Root-cause analysis

Strong communication

Stakeholder coordination

Problem solving

Time management

Customer-first mindset

Presentation skills

Negotiation skills

Educación

ITIL V4 Foundation

IAPP Certification

PMP Certification

CCSM Certification

Herramientas

Salesforce

Jira

Microsoft Office

Descripción del empleo

OneTrust, LLC in San Francisco, CA, is seeking a Senior Customer Escalations Manager to lead resolution of complex, high-priority issues. You will be the trusted point of contact for customers during challenging situations and will coordinate cross-functional teams to drive timely, clear, and thoughtful outcomes.

You will own escalations end-to-end, partner with Support, Engineering, Product, and Customer Success, translate technical details for varied audiences, perform root-cause analyses, and