Escalation Manager

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Job Description

As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution, communication, and recovery.

You will lead cross-functional “situation rooms,” advocate for the customer internally, restore trust externally, and drive systemic improvements to prevent recurrence. This is a highly visible, high-impact individual contributor role that directly influences customer retention, revenue at risk, executive confidence, and product improvement.

Escalations are defining customer moments. How we respond during critical situations directly impacts retention, expansion, revenue protection, and brand trust. This role ensures Freshworks responds with speed, clarity, accountability, and empathy - every time.

Key Responsibilities: What You Will Do

Own & Orchestrate Critical Escalations

• Serve as the primary point of contact for high-severity and executive-level escalations.