Incident & Escalation Lead- Enterprise Customers

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Incident & Escalation Lead – Enterprise Customers based in Canada.The Incident & Escalation Lead will take ownership of complex, high-stakes customer escalations, helping protect enterprise relationships and restore customer confidence when critical issues arise.Working across a globally distributed Support Engineering organization, you will coordinate cross-functional teams to drive timely, accountable resolutions.You will serve as a trusted customer advocate, ensuring clear communication and consistent updates throughout the escalation lifecycle.The role combines strategic relationship management, executive engagement, and structured incident coordination.You will collaborate closely with Engineering, Support, Product, Customer Success, and Sales teams, often operating under pressure and with incomplete information.You will also help strengthen escalation practices, develop operational playbooks, and improve how critical customer situations are managed.This is an opportunity to shape a global function while making a direct impact on enterprise customer trust and retention.Accountabilities
As Incident & Escalation Lead, you will manage complex customer situations from initial engagement through resolution and relationship recovery. Your responsibilities will include:Own complex, executive-level, and commercial escalations from beginning to end, following the established incident and escalation management framework.
Advocate for enterprise customers internally and coordinate Engineering, Support, Product, Customer Success, and Sales teams to drive resolution.
Track commitments, responsibilities, deadlines, and deliverables, ensuring that the teams involved remain accountable.
Maintain clear, written, customer-facing resolution plans and update them at every major communication milestone.
Coordinate with Incident Managers during concurrent technical incidents to ensure customers receive consistent and coherent updates.
Lead external escalation communications using approved templates and communication schedules.
Represent the organization in high-stakes customer discussions, demonstrating clarity, ownership, and confidence to help protect customer relationships.
Engage Sales, Customer Success, and executive stakeholders as needed, including executive-to-executive communications during Severity 1 and Severity 2 events.
Provide leadership with concise and structured updates that distinguish confirmed information, outstanding questions, and planned next steps.
Lead post-escalation reviews and relationship recovery plans, ensuring corrective actions have clearly assigned owners and deadlines.
Coordinate the transition back to the account's Customer Success Manager once the escalation is resolved.
Partner with escalation management leadership to improve playbooks, communication templates, operating standards, and processes based on recurring customer challenges.
Requirements
The ideal candidate brings strong experience managing enterprise customer relationships and complex escalations in a technical environment. You should be comfortable coordinating multiple teams, communicating with senior stakeholders, and making structured decisions in high-pressure situations. Key qualifications include:Experience in enterprise technical support, customer success, incident management, or escalation management within a B2B SaaS or enterprise software organization.
Demonstrated success owning complex, multi-stakeholder escalations from initial engagement through resolution, including executive-level customer interactions.
Experience developing and maintaining structured resolution plans, escalation plans, or account management plans.
Excellent written and verbal communication skills, with the ability to translate complex technical information into clear, accessible updates for customers and senior leadership.
Proven ability to coordinate Engineering, Support, Product, Customer Success, and Sales teams under pressure without having direct authority over them.
Calm, organized, and structured decision-making skills, particularly when information is incomplete or situations are evolving.
Ability to provide reassurance, establish clear ownership, and maintain customer confidence during stressful or business-critical events.
Familiarity with support and coordination platforms such as Zendesk, Salesforce, Slack, and PagerDuty, or equivalent tools.
Willingness and availability to participate in on-call coverage for executive escalations as part of a globally distributed team.
Nice to have:
ITIL Foundation certification or an equivalent qualification.
Customer-facing experience with DevSecOps, CI/CD, cloud-native products, or related technologies.
Familiarity with formal incident command or escalation management frameworks.
Experience using AI-assisted support tools for triage, sentiment analysis, or resolution drafting.
Benefits
Flexible Paid Time Off.
Equity compensation and Employee Stock Purchase Plan.
Growth and Development Fund to support professional learning.
Parental leave.
Team Member Resource Groups.
Benefits designed to support health, financial well-being, and personal development.
Remote-first work environment within the applicable country and role eligibility requirements.
Opportunity to contribute to a global team providing 24-hour enterprise customer support through a follow-the-sun operating model.
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