Global Customer Support Senior Manager

Global Customer Support Senior Manager

Heredia, Costa Rica

Position Summary

The Senior Manager — DEEP (Escalations) will lead the global escalation engine, overseeing triage, shift coverage, OneList governance, and the integrity of escalation prioritization. This role leads Escalation Managers across EMEA, APJ, and the Americas, ensuring critical customer issues are accurately prioritized, assigned, and advanced through resolution.

Key Responsibilities

• Lead and develop Escalation Managers across the EMEA Early, EMEA Late, APJ, and AMER shift bands, ensuring continuous 24/7 escalation coverage and seamless handoffs between regions.

• Oversee daily escalation triage, ensuring every new escalation is assessed, prioritized, assigned clear ownership, and actively progressing within the same business day.

• Co-chair the biweekly OneList Accountability Review with Engineering, enforcing SLO timelines, prioritizing critical items, and ensuring no issue is removed without visibility and appropriate justification.

• Protect the integrity of the EIM prioritization framework by ensuring standard tiering guides approximately 95% of decisions and that exceptions remain limited, transparent, and fully documented.

• Maintain a consistent single-entry escalation process by redirecting executive bypass requests through the established prioritization framework and communicating decisions respectfully with supporting data.

• Monitor escalation volumes, aging, cycle times, SLO performance, and regional coverage to identify risks and take corrective action before customer commitments are missed.

• Ensure critical escalations have clear ownership, effective communication plans, documented actions, and complete handoffs across teams and shift bands.

• Brief the Executive Leadership Team during critical customer situations, providing clear, accurate, and timely updates without speculation or unnecessary escalation.

• Partner with Engineering, Product, Customer Success, and Global Customer Support leaders to remove barriers, accelerate resolution, and address recurring customer issues.

• Use Level AI evidence, escalation outcomes, and operational data to identify coaching opportunities and improve decision-making, communication, and escalation quality.

• Establish a consistent leadership rhythm through biweekly one-on-one meetings, timely feedback, performance management, and individual development plans.

• Build and maintain a strong leadership pipeline, preparing Escalation Managers and senior team members for expanded responsibilities and future growth.

Requirements

• 6+ years of experience leading technical support, customer escalations, incident management, or a related customer-facing function, preferably within an enterprise SaaS environment.

• Proven experience leading Escalation Managers, senior individual contributors, or other highly experienced technical support professionals.

• Deep experience managing complex enterprise incidents, critical customer situations, and high-impact technical escalations.

• Strong executive presence, with the ability to brief senior and executive leaders clearly and confidently during critical situations.

• Demonstrated ability to work cross-functionally with Engineering, Product, Customer Success, and Support teams to drive accountability and accelerate resolution.

• Strong operational discipline and data fluency, including experience with escalation-prioritization frameworks, SLOs, queue management, case aging, and cycle-time analytics.

• Advanced English level.