Impact you can create

Escalations are defining moments in the enterprise lifecycle. In this high-visibility role, you won't just manage crises—you will be the strategic anchor that turns high-pressure, ambiguous technical failures into opportunities for trust-building and systemic improvement. Operating across a matrixed global organization, your learning agility and cross-functional leadership will directly protect revenue, influence product roadmaps, and safeguard the Freshworks brand. By joining us, you will:

• Turn Crisis into Customer Loyalty: Act as the ultimate single point of accountability, transforming chaotic, multi-stakeholder escalations into highly coordinated journeys toward full system stabilization.

• Bridge the Enterprise Ecosystem: Shatter operational silos by commanding cross-functional "situation rooms" that unite Support, Customer Success, Product, and Engineering under a singular mission.

• Protect Revenue & Executive Confidence: Serve as a trusted advisor to C-level executives globally, providing transparent, high-empathy communication that de-escalates tension when significant revenue is at risk.

• Fuel a Culture of Continuous Learning: Ensure that no crisis is wasted. By championing meticulous post-mortems, you will translate reactive fire-fighting into proactive product updates and operational blueprints.

R&R (Roles & Responsibilities)

• Cross-Functional Crisis Orchestration: Lead the end-to-end lifecycle of high-severity and executive-level escalations, rapidly aligning engineering, product, and customer-facing teams to establish ownership, action plans, and success criteria.

• Situation Room Leadership: Facilitate highly focused, high-stakes internal and external alignment calls, maintaining operational momentum and cross-functional accountability under intense pressure.

• Executive-Ready Communication: Synthesize highly complex technical anomalies into concise, business-impact language, delivering regular strategic briefings to senior internal and external stakeholders.

• Holistic Customer Advocacy: Represent the voice of the enterprise client internally, balancing deep operational empathy with clear, transparent, and realistic expectation setting.

• Root Cause & Prevention Architecture: Conduct post-incident reviews (PIRs) and partner closely with Product and Engineering to diagnose systemic vulnerabilities, track corrective actions, and continuously update escalation playbooks.

• Performance Insights: Monitor and report on core escalation metrics, contributing to executive dashboards that inform strategic resourcing and risk management.