Escalation Manager

As an Escalation Manager in Global Customer Service (GCS) you will own high-severity and executive-level escalations end-to-end serving as the single point of accountability for resolution communication and recovery.

You will lead cross-functional situation rooms advocate for the customer internally restore trust externally and drive systemic improvements to prevent recurrence. This is a highly visible high-impact individual contributor role that directly influences customer retention revenue at risk executive confidence and product improvement.

Escalations are defining customer moments. How we respond during critical situations directly impacts retention expansion revenue protection and brand trust. This role ensures Freshworks responds with speed clarity accountability and empathy - every time.

Key Responsibilities: What You Will Do

Own & Orchestrate Critical Escalations

• Serve as the primary point of contact for high-severity and executive-level escalations.
• Assess business impact risk exposure and stakeholder landscape.
• Triage prioritize and align cross-functional teams across Support Product Engineering Success and Services.
• Establish clear ownership action plans timelines and success criteria.
• Maintain momentum until full customer stabilization.

Lead Situation Rooms & Executive Engagement

• Facilitate internal and customer-facing escalation calls.
• Drive structured escalation management and cross-functional accountability.
• Deliver concise executive-ready summaries outlining business impact technical findings mitigation strategy and next steps.
• Communicate confidently with C-level stakeholders during high-pressure scenarios especially where significant revenue exposure exists.

Advocate for the Customer

• Ensure the customers voice is clearly represented in internal discussions.
• Demonstrate empathy while setting realistic and transparent expectations.
• Rebuild trust through consistent communication and follow-through.
• Manage conflict and align diverse perspectives toward resolution.

Drive Root Cause & Prevention

• Conduct post-mortems for major escalations.
• Partner with Product and Engineering to address systemic issues.
• Track corrective actions to completion.
• Identify recurring trends and recommend structural improvements.
• Build and refine escalation playbooks and best practices.

Measure & Improve Performance

• Track and report on key metrics including escalation volume/trends revenue protected/at risk customer satisfaction post-escalation etc. 
• Contribute to dashboards and executive reporting.
• Continuously improve workflows documentation and cross-functional collaboration.

Qualifications :

Experience

• 6 years in enterprise Support Customer Success Technical Program Management or Incident Management within a SaaS environment.
• 3 years managing high-severity or executive-level escalations.
• Proven experience working with enterprise or high-revenue accounts.
• Experience partnering closely with Product and Engineering teams to resolve complex issues.

Skills & Competencies

• Clear concise and confident communicator - comfortable interacting with senior executives internally and externally.
• Able to translate complex technical concepts into business-impact language.
• Demonstrated ability to influence across Product Engineering Support & Success
• Data-driven mindset with experience identifying trends and systemic risks.
• Skilled in root cause analysis and post-incident review frameworks.
• Ability to move from reactive firefighting to preventative strategy.
• Comfortable managing multiple high-priority escalations simultaneously.

Additional Information :

Were committed to building a workplace that reflects the diverse world we serve. At Freshworks youll find inclusive teams flexible thinking and opportunities to grow your career - while making work better for millions. 

If this sounds like a journey you want to be part of wed love to meet you. Lets building something refreshing together. 

The annual base salary range for this position is $85000 - $105000 Base Salary. This role is also eligible for bonus compensation. 

Compensation is based on a variety of factors including but not limited to location experience job-related skills and level. Bonus/equity may be available.

At Freshworks we have fostered an environment that enables everyone to find their true potential purpose and passion welcoming colleagues of all backgrounds genders sexual orientations religions and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant richer environment that boosts the goals of our employees communities and business. Fresh vision. Real impact. Come build it with us.

Remote Work :

No

Employment Type :

Full-time