Technical Customer Escalation Manager

Technical Customer Escalation Manager

The Technical Customer Escalation Manager is a critical operational role within Live Ramp's Global Customer Support organization. This person owns the end-to-end management of complex, high-priority customer escalations—driving clarity, accountability, and resolution across Support, Product, Engineering, Customer Success, and executive stakeholders. This is a post-sales, technically grounded role that requires structured communication, sound judgment under pressure, and the ability to move multiple teams toward a shared outcome when it matters most.

You will:

• Own the full lifecycle of high-priority customer escalations—from intake and triage through active management, resolution, and post-escalation review—serving as the single operational point of coordination.
• Drive urgency and accountability across internal teams by establishing clear issue ownership, tracking action items, surfacing blockers proactively, and holding teams to committed timelines.
• Develop and deliver executive-ready status updates that translate complex technical details into concise, accurate summaries for internal leadership and customer-facing stakeholders.
• Facilitate escalation cadence calls and cross-functional syncs, aligning Support, Engineering, Product, Customer Success, and Sales around issue status, risk, and next steps.
• Maintain disciplined escalation hygiene: keep tickets, trackers, and communication threads current, accurate, and audit-ready throughout the lifecycle of each escalation.
• Author clear resolution statements, root cause summaries, and path-forward documentation—capturing what happened, why it happened, how it was resolved, and how recurrence will be prevented.
• Partner with Customer Success and Support leadership to identify at-risk customers, communicate escalation status proactively, and protect customer trust throughout high-stakes situations.
• Identify escalation trends and recurring themes through ongoing analysis, and translate those findings into actionable recommendations for process, workflow, or product improvements.
• Build and refine escalation playbooks, communication templates, and operating standards that improve consistency, reduce time-to-clarity, and strengthen stakeholder alignment across the function.
• Track and report on key escalation metrics—including time-to-acknowledge, time-to-resolution, escalation volume, and repeat issue rates—and use that data to drive continuous improvement.
• Serve as part of the escalation on-call rotation for P0 and high-severity customer-impacting issues, driving initial triage, executive-ready communications, action tracking, and cross-functional coordination until the issue is stabilized or resolved.

What success looks like:

• At 6 months:
  Actively managing open escalations with clear communication, defined owners, and disciplined follow-through. Stakeholders know what to expect and when.
• At 12 months:
  Identifying trends across escalations, improving workflows, and strengthening cross-functional processes so escalations resolve faster and with less friction.
• At 18 months:
  Helping scale the escalation management function—improving reporting, reducing repeat issues through operational improvements, and contributing to a more proactive support posture.

Your team will:
The Global Customer Support team is responsible for resolving complex, post-sales technical issues for Live Ramp's enterprise customers and partners worldwide. The team works directly with customers on integration challenges, data workflow failures, platform-level incidents, and implementation issues that require deep technical engagement and coordinated response. We are accountable for maintaining customer trust through responsive, technically credible, and operationally excellent support—and we are committed to building a support function that scales with Live Ramp's growth.

As a Technical Customer Escalation Manager, you'll be embedded in this team and work closely with Support leadership, Customer Success, Engineering, and Product to ensure the highest-priority issues receive the focused, structured attention they deserve.

About you:

• Bachelors and/or Masters degree in…