Incident & Escalation Lead- Enterprise Customers
Jobgether · Canada
Extracted from the posting
Incident and Escalation Lead for complex, executive-level enterprise customer escalations, owning them from engagement through resolution and relationship recovery. Coordinates Engineering, Support, Product, Customer Success, and Sales teams, writes customer-facing resolution plans, and leads post-escalation reviews. Tools referenced include Zendesk, Salesforce, Slack, and PagerDuty.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Incident & Escalation Lead – Enterprise Customers based in Canada.
The Incident & Escalation Lead will take ownership of complex, high-stakes customer escalations, helping protect enterprise relationships and restore customer confidence when critical issues arise.
Working across a globally distributed Support Engineering organization, you will coordinate cross-functional teams to drive timely, accountable resolutions.
You will serve as a trusted customer advocate, ensuring clear communication and consistent updates throughout the escalation lifecycle.
The role combines strategic relationship management, executive engagement, and structured incident coordination.
You will collaborate closely with Engineering, Support, Product, Customer Success, and Sales teams, often operating under pressure and with incomplete information.
You will also help strengthen escalation practices, develop operational playbooks, and improve how critical customer situations are managed.
This is an opportunity to shape a global function while making a direct impact on enterprise customer trust and retention.
Accountabilities
How Jobgether works:
We use an
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to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
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