Escalation Manager
Freshworks
Boston
Workplace: HybridFull timeUSD 85,000 - 105,000 annuallyFunction: Customer Success & Account ManagementExperience: 6+ yearsSkills: ["Clear communication","Confident communication","Influence","Data-driven thinking","Root cause analysis"]Own end-to-end resolution of high-severity and executive-level customer escalations within Global Customer Service. Lead cross-functional “situation rooms” across Support, Product, Engineering, Success, and Services to stabilize customers and communicate clearly to executives. Drive post-mortems, root-cause prevention, and escalation playbook improvements, while tracking metrics like revenue protected/at risk and customer satisfaction to continuously improve workflows.
