Customer Escalation Lead

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 Brazil.

• 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 Professional 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.