Incident & Escalation Lead – Enterprise Customers
Job Description & Overview
Own GitLab's most serious enterprise customer escalations, where customer trust is at risk. Advocate for the customer internally and drive Engineering, Support, Product and Sales toward a fix. Maintain resolution plans, lead customer communications, brief leadership, and run post-escalation reviews. Help build playbooks for a 24-hour follow-the-sun model.
Requirements & Key Qualifications
- Enterprise support, customer success or escalation management at a B2B software company
- Owned multi-stakeholder escalations with executive customers
- Executive-level written and spoken communication
- Coordinates teams under pressure without formal authority
- Available for on-call escalation cover
Apply Now on the employer's own application page.