Manager, Customer Support - Escalations

Who You Are

The Manager, Customer Support - Escalations is a hands-on, customer-facing leader responsible for HighLevel's Customer Escalations function and some of the 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 HighLevel to solve the problem.

Beyond individual resolution, you will use the 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.

What You'll Do

• 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 HighLevel.
• 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, RevOps, 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, RevOps, 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 increase the effectiveness and scalability of Customer Advocacy.

What You'll Bring

• 8+ years of progressive experience in Customer Support, Customer Experience, Customer Success, Escalations, or a related customer-facing technology function, including meaningful leadership experience.
• Demonstrated success in a high-growth SaaS or technology environment.
• Experience leading high-performing customer-facing professionals and owning or materially influencing a customer-facing function or program.
• Exceptional written and verbal communication skills, including confidence engaging customers, business owners, executives, and senior internal stakeholders.
• Strong business judgment and experience navigating complex or high-risk customer situations.
• Demonstrated ability to identify patterns, diagnose root causes, and turn customer insights into operational improvements.
• Proven ability to influence and drive change across teams without direct authority.
• Strong analytical skills and comfort using data to prioritize problems and measure outcomes.
• Ability to operate independently in ambiguous situations and move fluidly between strategic thinking and hands-on execution.
• Strong technical curiosity and the ability to develop deep proficiency in complex SaaS products and customer use cases.
• Excellent prioritization skills with a strong bias toward action and ownership.
• Bachelor's degree or equivalent combination of education and relevant professional experience.

What Success Looks Like

Customer Advocacy becomes a trusted destination for HighLevel's most complex customer situations. Customers receive fast, confident ownership and direct human engagement, while leaders can trust the team to independently coordinate difficult situations across the organization. Beyond resolving individual escalations, you will ensure that what we learn from them leads to measurable improvements in processes, ownership, tooling, and the broader customer journey. Success is measured not only by how effectively we resolve escalations, but by how effectively we prevent the same customer problems from happening again.