Senior Manager, Customer Escalations & Experience

Logoslabs; San Francisco (CA); A distancia; USD 140.000 - 180.000; Jornada completa

Descripción de la vacante

HighLevel is seeking a Manager, Customer Support - Escalations to lead a high-performing team handling complex customer escalations. You will own the escalations program, engage directly with customers in critical moments, and coordinate across Support, Success, Product, and Engineering to prevent friction and drive improvements.

You will operate in a remote, global environment, guiding operations and ensuring measurable improvements in customer outcomes.

Formación

• 8+ years of progressive experience in customer support or related customer-facing tech function with leadership experience
• Experience leading customer-facing professionals and influencing a function or program
• Proven success in a high-growth SaaS or tech environment
• Excellent written and verbal communication with executives and stakeholders
• Strong business judgment and ability to navigate complex customer situations
• Ability to identify patterns and translate insights into improvements
• Experience influencing across teams without direct authority
• Strong analytical skills and data-driven prioritization

Responsabilidades

• Lead and develop a high-performing team for complex and high-visibility escalations
• Own the strategy, operating standards, performance, and development of the Customer Escalations function
• Serve as a senior escalation point for sensitive, complex, or business-critical customer situations
• Engage with customers in high-impact situations and coordinate resolutions across teams
• Build a voice-first culture emphasizing direct customer engagement when needed
• Establish scalable processes for escalations from executives, social media, reviews and other paths
• Collaborate across Support, Customer Success, Product, Engineering, Billing, RevOps to resolve issues
• Translate customer insights into actionable recommendations and operational improvements
• Influence cross-functional teams to address friction and improve handoffs
• Lead initiatives addressing recurring friction and measure impact on outcomes
• Use data, automation, and tooling to scale Customer Advocacy

Conocimientos

Leadership experience

Communication skills

Data-driven decision making

Ambiguity management

Cross-functional collaboration

SaaS industry experience

Problem solving

Educación

Bachelor's degree or equivalent

Descripción del empleo

HighLevel is seeking a Manager, Customer Support - Escalations to lead a high-performing team handling complex customer escalations. You will own the escalations program, engage directly with customers in critical moments, and coordinate across Support, Success, Product, and Engineering to prevent friction and drive improvements.

You will operate in a remote, global environment, guiding operations and ensuring measurable improvements in customer outcomes.