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Manager, Customer Escalations

GoHighLevel· Support
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Hybrid (United States)$74k - $95kEE Full-TimePosted 4w ago

About the role

Hands-on, customer-facing leader responsible for HighLevel's Customer Escalations function and high-impact customer experiences. Leads a team of Specialists, engages with customers on management-level situations, and drives systemic improvements across the customer journey.

Responsibilities

  • 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.
  • Work across Frontline Support, Escalations, Premium Support, Customer Success, Product, Engineering, Billing, RevOps, and other functions to identify and address customer friction.
  • 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 handoffs, and implement changes to reduce repeat escalations.
  • Lead targeted initiatives addressing recurring customer friction and measure impact on customer outcomes.
  • Use data, automation, tooling, and process improvements to increase effectiveness and scalability of Customer Advocacy.

Qualifications

  • 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 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.

Skills

Required:Leadership and team managementStrategic planning and opsCustomer communication (written & verbal)Data analysisCross-functional collaboration
Last updated Oct 21, 2026. Interested? Apply on the company site.

About GoHighLevel

It's time to take your Agency to the Next Level

HighLevel is the all-in-one sales & marketing platform that agencies can white-label and resell to their clients!

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