Job Description
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 Engin...