Manager, Customer Escalations

🕒 September 21

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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HighLevel

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💼 Consulting

📦 Logistics

☁️ SaaS

💰 Series A on 2021-11

Consulting • Logistics • SaaS

HighLevel is an all-in-one marketing and sales platform designed to help businesses grow and succeed. The platform consolidates various marketing tools into a single solution, providing features such as lead capture through landing pages, surveys, forms, and calendars, as well as tools for nurturing leads via automated messaging across multiple channels including phone, SMS, email, and social media. HighLevel offers customizable solutions like online appointment scheduling, multi-channel follow-up campaigns, and pipeline management. Additionally, businesses can build websites, funnels, and landing pages using the intuitive page builder. HighLevel supports integrating with existing systems via API, and offers a membership platform for community building and course management. The platform is targeted towards marketers and offers white-labeling options for businesses to brand the software as their own. With a community-driven development approach and award-winning support, HighLevel is focused on empowering businesses to streamline their operations and enhance their marketing efficiencies.

📋 Description

• Lead, coach, and develop a high-performing team responsible for complex and high-visibility customer escalations • Own the strategy, operating standards, performance, and continued development of the Customer Escalations function • Serve as a senior escalation point for sensitive, complex, or business-critical customer situations • Personally engage with customers in high-impact situations and coordinate resolution across HighLevel • Build a voice-first culture prioritizing direct customer engagement when urgency, complexity, or trust requires it • Establish scalable processes for escalations originating from executives, social media, online reviews, community channels, and other non-standard paths • Work across Frontline Support, Escalations, Premium Support, Customer Success, Product, Engineering, Billing, RevOps, and other functions to identify and address customer friction • Translate customer insights into actionable recommendations and operational improvements • Influence cross-functional teams to address recurring customer friction, clarify ownership, improve handoffs, and reduce repeat escalations • Lead targeted initiatives and measure improvements in customer outcomes • Use data, automation, tooling, and process improvements to increase the effectiveness and scalability of Customer Advocacy

🎯 Requirements

• 8+ years of progressive experience in Customer Support, Customer Experience, Customer Success, Escalations, or a related customer-facing technology function, including meaningful leadership experience • Demonstrated success in a high-growth SaaS or technology environment • Experience leading high-performing customer-facing professionals and owning or materially influencing a customer-facing function or program • Exceptional written and verbal communication skills • Confidence engaging customers, business owners, executives, and senior internal stakeholders • Strong business judgment and experience navigating complex or high-risk customer situations • Ability to identify patterns, diagnose root causes, and turn customer insights into operational improvements • Ability to influence and drive change across teams without direct authority • Strong analytical skills and comfort using data to prioritize problems and measure outcomes • Ability to operate independently in ambiguous situations and move between strategic thinking and hands-on execution • Strong technical curiosity and ability to develop deep proficiency in complex SaaS products and customer use cases • Excellent prioritization skills with a strong bias toward action and ownership • Bachelor's degree or equivalent combination of education and relevant professional experience

🏖️ Benefits

• Global, remote-first organization • Equal Opportunity Employer • Voluntary demographic information is kept separate and not used in hiring decisions