Senior Manager, Customer Support & Escalations

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

Benefits offered by this job

Annual bonus 15%

Equity award $14,000

Health insurance

Dental & Vision

401(k) with 4% match

Paid time off

Sick leave 48 hours

Life insurance & AD&D

Disability (short & long-term)

HSA/FSAs

Company holidays

Job summary

Mesa Labs in Lakewood, CO is seeking a Manager, Customer Support to own the end-to-end complaint and escalation process. You will ensure issues are logged, tracked, and resolved at the appropriate level within SLAs while coordinating with Sales, Quality, Operations, and Product to drive timely, professional outcomes.

This senior role leads a team, sets performance expectations, coaches staff, and drives continuous improvement of customer experiences.

Qualifications

• Bachelor’s degree in Business, Communications, or a related field.
• 5–8 years of experience in customer support, customer service, complaint management, or a related function.
• 2–3 years of experience in a management or senior leadership role, overseeing escalation or response processes.

Responsibilities

• Own and manage the customer complaint and escalation response system, ensuring issues are logged, tracked, escalated, and resolved per procedures.
• Ensure complaints and escalated inquiries are handled with appropriate authority, timely handoffs, and clear accountability.
• Serve as the senior escalation point for complex/high-impact issues requiring cross-functional coordination.
• Establish and enforce service-level expectations (SLAs) for response times, timelines, and communication standards.

Skills

Leadership

Escalation management

Customer service

Cross-functional collaboration

Education

Bachelor’s degree in Business, Communications, or related field

Job description

Mesa Labs in Lakewood, CO is seeking a Manager, Customer Support to own the end-to-end complaint and escalation process. You will ensure issues are logged, tracked, and resolved at the appropriate level within SLAs while coordinating with Sales, Quality, Operations, and Product to drive timely, professional outcomes.

This senior role leads a team, sets performance expectations, coaches staff, and drives continuous improvement of customer experiences.