Job opportunity
Enterprise Incident Escalation Lead
Jobgether
Lead enterprise incident escalations in Canada, combining executive communication, customer advocacy, and structured resolution planning across global teams.
As an Incident & Escalation Lead, you will manage complex customer situations through resolution and relationship recovery. The work spans Engineering, Support, Product, Customer Success, and Sales. You will coordinate stakeholders, communicate clearly, and make structured decisions when information is incomplete.
Key Responsibilities:
Own complex executive-level and commercial escalations from engagement through resolution
Coordinate cross-functional teams to drive accountable customer resolutions
Maintain customer-facing resolution plans and milestone updates
Lead external escalation communications using approved schedules
Conduct post-escalation reviews and relationship recovery plans
Requirements:
Experience in enterprise technical support or escalation management
Success managing complex multi-stakeholder escalations through resolution
Excellent written and verbal communication skills
Ability to coordinate teams without direct authority
Availability for executive escalation on-call coverage
Apply enterprise escalation management, executive communication, and customer advocacy skills to protect trust during critical incidents.
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Apply on source site As an Incident & Escalation Lead, you will manage complex customer situations through resolution and relationship recovery. The work spans Engineering, Support, Product, Customer Success, and Sales. You will coordinate stakeholders, communicate clearly, and make structured decisions when information is incomplete.
Key Responsibilities:
Own complex executive-level and commercial escalations from engagement through resolution
Coordinate cross-functional teams to drive accountable customer resolutions
Maintain customer-facing resolution plans and milestone updates
Lead external escalation communications using approved schedules
Conduct post-escalation reviews and relationship recovery plans
Requirements:
Experience in enterprise technical support or escalation management
Success managing complex multi-stakeholder escalations through resolution
Excellent written and verbal communication skills
Ability to coordinate teams without direct authority
Availability for executive escalation on-call coverage
Apply enterprise escalation management, executive communication, and customer advocacy skills to protect trust during critical incidents.
#J-18808-Ljbffr