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, explicit 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.

📌 Enterprise Escalation Manager (Winnipeg)
🏢 GitLab
📍 Winnipeg