Job Description
📋 Description Own and orchestrate high-severity and executive escalations end-to-end. Lead cross-functional "situation rooms" with Support, Product, Eng, Success, and Services. Communicate with C-level stakeholders during high-pressure scenarios. Advocate for the customer and restore trust with timely updates. Establish ownership, action plans, timelines, and success criteria. Maintain momentum until full customer stabilization. 🎯 Requirements 6+ years in enterprise Support, CS, TPM, or Incident Management in SaaS. 3+ years managing high-severity or executive escalations. Experience partnering with Product and Engineering to resolve complex issues. Clear, concise communicator with senior executives internally and externally. Data-driven mindset with experience identifying trends and systemic risks. Root cause analysis and post-incident review capabilities. 🎁 Benefits Bonus/equity may be available. Diverse, inclusive workplace and equal opportunity. Opportunities to grow your career.
