This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Escalation Lead based in India.

This senior individual contributor role focuses on protecting customer confidence and resolving high-impact issues for strategic enterprise accounts.
You will own complex customer escalations from initial intake through resolution, confirmation, and follow-up.
The position combines strategic account management, executive communication, risk mitigation, and cross-functional leadership.
You will work closely with Customer Support, Product Health, Engineering, Product Management, Customer Success, QA, and Qualified Services teams.
Beyond resolving immediate issues, you will identify recurring risks and customer pain points and turn them into actionable business and product insights.
The role provides significant organizational influence without direct reports, with a strong focus on customer advocacy, accountability, and continuous improvement.

Accountabilities:




- Serve as the primary customer advocate and escalation resource for a portfolio of strategic customer accounts.
- Develop deep knowledge of assigned accounts, including operational workflows, platform usage, priorities, initiatives, support history, and key stakeholder relationships.
- Build trusted relationships with customer stakeholders and provide consistent communication throughout high-impact situations.
- Conduct regular account reviews and customer touchpoints to identify emerging concerns, opportunities, and risks.
- Own the complete lifecycle of customer escalations from intake through resolution and customer confirmation.
- Establish clear ownership, action plans, communication cadences, documentation, and appropriate executive visibility for escalations.
- Lead customer-facing escalation calls and executive discussions with professionalism, transparency, and a solution-oriented approach.
- Coordinate cross-functional teams an

📌 Customer Escalation Lead (India)
🏢 Jobgether
📍 India