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, transparent communications, leadership briefings, and relationship repair.
Key Responsibilities:
- Own complex, executive, and commercial escalations through confirmed resolution
- Coordinate cross-functional teams and track commitments, dates, and deliverables
- Maintain customer-facing resolution plans at communication milestones
- Lead high-stakes communications and executive stakeholder engagement
- Conduct post-escalation reviews and develop relationship repair plans
Requirements:
- Experience in enterprise technical support, customer success, or escalation management
- Experience with business-to-business software-as-a-service or enterprise software
- Track record managing complex, multi-stakeholder escalations end-to-end
- Executive-level written and verbal communication skills
- Availability for global on-call executive escalation coverage
Bring calm decision-making, customer advocacy, and executive communication to GitLab’s enterprise escalation management function.