Manager, Customer Escalations

About us

High Level is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, High Level supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes. To date, businesses operating on High Level have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure  centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently.

Behind the platform, High Level powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability.

With over 2,000 team members across 10+ countries, High Level operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home.

Every month, High Level enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that. Learn more about us on our You Tube Channel or Blog Posts.

The Manager, Customer Support - Escalations is a hands-on, customer-facing leader responsible for High Level's Customer Escalations function and some of our most complex, sensitive, and high-impact customer experiences. You will lead a team of highly skilled Specialists focused first and foremost on taking ownership of difficult customer situations and driving them toward resolution. You will personally engage with customers when situations require management-level involvement, helping restore confidence, navigate ambiguity, and coordinate the right people across High Level to solve the problem.

Beyond individual resolution, you will use th learnings to identify recurring customer friction, uncover systemic issues, and drive meaningful improvements across the broader customer journey. This is not a traditional support management role. You will move between direct customer conversations, people leadership, operational problem solving, and cross-functional influence. Success requires exceptional communication, strong business judgment, comfort with ambiguity, and a willingness to take ownership before every answer is known.

• Lead, coach, and develop a high-performing team responsible for complex and high-visibility customer escalations.
• Own the strategy, operating standards, performance, and continued development of the Customer Escalations function.
• Serve as a senior escalation point for sensitive, complex, or business-critical customer situations.
• Personally engage with customers in high-impact situations, taking ownership of difficult conversations and coordinating resolution across High Level.
• Build a voice-first culture
  , prioritizing direct customer engagement when urgency, complexity, or trust requires it.
• Establish scalable processes for managing escalations originating from executives, social media, online reviews, community channels, and other non-standard paths.
• While this role sits within Customer Support, its mandate extends across the broader customer journey. You will work across Frontline Support, Escalations, Premium Support, Customer Success, Product, Engineering, Billing, Rev Ops, and other functions to identify and address customer friction wherever it occurs.
• Translate customer insights into actionable recommendations and operational improvements.
• Partner across Support, Customer Success, Product, Engineering, Billing, Rev Ops, and other functions to solve complex customer problems and improve cross-functional experiences.
• Influence cross-functional teams to address recurring customer friction, clarify ownership, improve broken handoffs, and implement changes that reduce repeat escalations.
• Lead targeted initiatives that address recurring customer friction and measure whether changes meaningfully improve customer outcomes.
• Use data, automation, tooling, and process improvements to…