Enterprise Incident Escalation Lead

Lead enterprise incident escalations in Canada, combining executive communication, customer advocacy, and structured resolution planning across global teams.

As an Incident & Escalation Lead, you will manage complex customer situations through resolution and relationship recovery. The work spans Engineering, Support, Product, Customer Success, and Sales. You will coordinate stakeholders, communicate clearly, and make structured decisions when information is incomplete.

• Own complex executive-level and commercial escalations from engagement through resolution
• Coordinate cross-functional teams to drive accountable customer resolutions
• Maintain customer-facing resolution plans and milestone updates
• Lead external escalation communications using approved schedules
• Conduct post-escalation reviews and relationship recovery plans

• Experience in enterprise technical support or escalation management
• Success managing complex multi-stakeholder escalations through resolution
• Excellent written and verbal communication skills
• Ability to coordinate teams without direct authority
• Availability for executive escalation on-call coverage

Apply enterprise escalation management, executive communication, and customer advocacy skills to protect trust during critical incidents.