Enterprise Incident Escalation Lead

Lead enterprise incident escalations in Canada, combining executive communication, customer advocacy, and structured resolution planning across global teams.As an Incident & Escalation Lead, you will manage complex customer situations through resolution and relationship recovery. The work spans Engineering, Support, Product, Customer Success, and Sales. You will coordinate stakeholders, communicate clearly, and make structured decisions when information is incomplete.Key Responsibilities:
Own complex executive-level and commercial escalations from engagement through resolutionCoordinate cross-functional teams to drive accountable customer resolutionsMaintain customer-facing resolution plans and milestone updatesLead external escalation communications using approved schedulesConduct post-escalation reviews and relationship recovery plansRequirements:
Experience in enterprise technical support or escalation managementSuccess managing complex multi-stakeholder escalations through resolutionExcellent written and verbal communication skillsAbility to coordinate teams without direct authorityAvailability for executive escalation on-call coverageApply enterprise escalation management, executive communication, and customer advocacy skills to protect trust during critical incidents.
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