Enterprise Escalation Manager
GitLab
Lead enterprise customer escalations remotely from Canada or the United States using executive communication and structured coordination. Support GitLab customers during high-stakes situations.As an Escalation Manager within GitLab Support Engineering, you will own complex, executive, and commercial escalations end-to-end. You will advocate for customers while coordinating Engineering, Support, Product, Customer Success, and Sales. The role focuses on resolution plans, clear communications, leadership briefings, and relationship repair.Key Responsibilities:
Own complex, executive, and commercial escalations through confirmed resolutionCoordinate cross-functional teams and track commitments, dates, and deliverablesMaintain customer-facing resolution plans at communication milestonesLead high-stakes communications and executive stakeholder engagementConduct post-escalation reviews and develop relationship repair plansRequirements:
Experience in enterprise technical support, customer success, or escalation managementExperience with business-to-business software-as-a-service or enterprise softwareTrack record managing complex, multi-stakeholder escalations end-to-endExecutive-level written and verbal communication skillsAvailability for global on-call executive escalation coverageBring calm decision-making, customer advocacy, and executive communication to GitLab’s enterprise escalation management function.
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Own complex, executive, and commercial escalations through confirmed resolutionCoordinate cross-functional teams and track commitments, dates, and deliverablesMaintain customer-facing resolution plans at communication milestonesLead high-stakes communications and executive stakeholder engagementConduct post-escalation reviews and develop relationship repair plansRequirements:
Experience in enterprise technical support, customer success, or escalation managementExperience with business-to-business software-as-a-service or enterprise softwareTrack record managing complex, multi-stakeholder escalations end-to-endExecutive-level written and verbal communication skillsAvailability for global on-call executive escalation coverageBring calm decision-making, customer advocacy, and executive communication to GitLab’s enterprise escalation management function.
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Vacancy posted 1 hour ago
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