Enterprise Escalation Manager

Lead enterprise customer escalations remotely from Canada or the United States using executive communication and structured coordination. Support Git Lab customers during high-stakes situations.

As an Escalation Manager within Git Lab Support Engineering, you will own complex, executive, and commercial escalations end-to-end. You will advocate for customers while coordinating Engineering, Support, Product, Customer Success, and Sales. The role focuses on resolution plans, clear communications, leadership briefings, and relationship repair.

• Own complex, executive, and commercial escalations through confirmed resolution
• Coordinate cross-functional teams and track commitments, dates, and deliverables
• Maintain customer-facing resolution plans at communication milestones
• Lead high-stakes communications and executive stakeholder engagement
• Conduct post-escalation reviews and develop relationship repair plans

• Experience in enterprise technical support, customer success, or escalation management
• Experience with business-to-business software-as-a-service or enterprise software
• Track record managing complex, multi-stakeholder escalations end-to-end
• Executive-level written and verbal communication skills
• Availability for global on-call executive escalation coverage

Bring calm decision-making, customer advocacy, and executive communication to Git Lab’s enterprise escalation management function.