Manager, Customer Escalations

55 minutes ago
Full-time
Lead
Customer and Technical Support
HighLevel

HighLevel

HighLevel provides an all-in-one sales and marketing platform that agencies can white label and resell, offering tools and resources designed to help businesses consolidate their marketing efforts and achieve their growth objectives.

Internet Software & Services
251-1K
Founded 2018
$60M raised

Description

  • Lead, coach, and develop a team handling complex and high-visibility customer escalations.
  • Own the strategy, operating standards, performance, and development of the Customer Escalations function.
  • Serve as the senior escalation point for sensitive, complex, and business-critical customer situations.
  • Personally engage customers, restore confidence, and coordinate resolutions across HighLevel.
  • Establish scalable processes for escalations from executives, social media, reviews, communities, and other non-standard channels.
  • Partner with Support, Customer Success, Product, Engineering, Billing, RevOps, and other teams to resolve customer problems.
  • Identify recurring friction, clarify ownership, improve handoffs, and reduce repeat escalations.
  • Translate customer insights into operational improvements and lead initiatives that improve customer outcomes.
  • Use data, automation, tooling, and process improvements to increase Customer Advocacy effectiveness and scalability.

Requirements

  • 8+ years of progressive experience in Customer Support, Customer Experience, Customer Success, Escalations, or a related customer-facing technology function.
  • Meaningful leadership experience in a high-growth SaaS or technology environment.
  • Experience leading high-performing customer-facing professionals and owning or influencing a customer-facing function or program.
  • Exceptional written and verbal communication skills with customers, executives, business owners, and senior stakeholders.
  • Strong business judgment and experience handling complex or high-risk customer situations.
  • Ability to identify patterns, diagnose root causes, and convert customer insights into operational improvements.
  • Proven 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 work independently in ambiguous situations while balancing strategic thinking with hands-on execution.
  • Strong technical curiosity and ability to develop 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

  • Annual salary range of $74,000–$95,000 USD.
  • Remote-first work environment.
  • Equal opportunity employer.
  • Voluntary demographic information is kept separate and used only for legal compliance and reporting.

Interested in this position?

Apply directly on the company website

Apply Now

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