Incident & Escalation Lead- Enterprise Customers

About the role

We are looking for an experienced Incident & Escalation Lead to manage complex customer escalations and protect relationships with enterprise clients. In this global role, you will take ownership of high-stakes situations where customer trust, business continuity, and retention are at risk. You will coordinate cross-functional teams across Engineering, Support, Product, Customer Success, and Sales to drive clear action plans and timely resolutions.

What you'll do

• Own complex, executive-level, and commercial escalations from initial engagement through confirmed resolution, ensuring clear communication, coordinated action
• Manage complex, executive, and commercial escalations end-to-end in accordance with established incident and escalation management processes
• Advocate for enterprise customers internally and coordinate Engineering, Support, Product, Customer Success, and Sales teams to achieve resolution
• Track commitments, assign accountability, and ensure responsible teams deliver agreed actions and milestones on time
• Maintain clear, written, customer-facing resolution plans throughout each engagement, updating them at every major communication milestone

What you need

• Customer success
• Escalation handling
• Zendesk
• Sales
• ITIL
• CI/CD

Good to have

• Salesforce
• Git