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 resolutionCoordinate cross-functional teams and track commitments, dates,
and deliverablesMaintain customer-facing resolution plans at communication milestonesLead high-stakes communications and executive stakeholder engagementConduct post-escalation reviews and develop relationship repair plansRequirements:
Experience in enterprise technical support, customer success, or escalation managementExperience with business-to-business software-as-a-service or enterprise softwareTrack record managing complex, multi-stakeholder escalations end-to-endExecutive-level written and verbal communication skillsAvailability for global on-call executive escalation coverageBring calm decision-making, customer advocacy, and executive communication to GitLab’s enterprise escalation management function.
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