A live role
Incident & Escalation Lead- Enterprise Customers
from GitLab · read the original and apply on their site
Remote, Canada; Remote, United States
Our take: The real work here is owning high-stakes customer escalations end to end: coordinating teams you cannot command, keeping a calm honest narrative, and repairing trust after the crisis passes.
If you are the person people want in the room when a key customer is furious and the pressure is on, this role is built for you. You will own complex executive escalations end to end, rally engineering, sales and support toward resolution without any formal authority over them, and lead the relationship repair once the fire is out. The real reward is steadiness: being the calm, clear, honest presence that keeps a customer trusting GitLab when it matters most.
Needs
- owning escalations
- coordinating teams
- advocating for customers
- translating jargon
- diplomacy under pressure
- calm decisions
Rewards
- rebuilding trust
- visible retention impact
- high stakes
- shaping playbooks
- calming crises
Demands
- quiet influence
- difficult people
- on-call coverage
- fast pace
Grows
- cross-team work
- plain speaking
- process design
- reading the room
Values
- user obsession
- honesty and candour
- accountability
- healthy teams
Drains
- approved templates
- milestone updates
- follow-the-sun on-call
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