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Executive Escalations Lead
Job in
Brockton, Plymouth County, Massachusetts, 02411, USA
Listed on 2026-08-02
Listing for:
Freshworks
Full Time
position Listed on 2026-08-02
Job specializations:
-
IT/Tech
Technical Support -
Customer Service/HelpDesk
Technical Support
Job Description & How to Apply Below
Freshworks is seeking an Escalation Manager in Global Customer Service (GCS) to own high-severity escalations end-to-end, serving as the single point of accountability for resolution and recovery. You will lead cross-functional situation rooms, advocate for the customer, and drive systemic improvements to prevent recurrence.
You will partner with Product, Engineering, and Success teams to address critical issues, communicate with executives, and measure performance to protect revenue and trust.
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