A live role
Incident & Escalation Lead- Enterprise Customers
from GitLab · read the original and apply on their site
Remote, United Kingdom
Our take: The real work here is owning high-stakes customer escalations end-to-end, aligning many teams without authority, and restoring trust after the crisis.
If you are the person who gets calm when everyone else is rattled, this is work built for you: owning an executive escalation from the first tense call through confirmed resolution and relationship repair. You will pull Engineering, Support, Product, and Sales into line without any formal authority, keep one clear story for the customer, and tell leadership plainly what is known and unknown. The reward is real trust restored and retention influenced by your clarity.
Needs
- coordinating incidents
- aligning many teams
- advocating for customers
- translating technical detail
- high-stakes conversations
- repairing relationships
Rewards
- calming a crisis
- influencing retention
- high stakes work
- end-to-end ownership
Demands
- influence without authority
- on-call coverage
- deciding under uncertainty
- handling tense customers
- executive-level comms
Grows
- holding teams accountable
- owning the narrative
- finding root causes
- crisp plain speaking
Values
- user obsession
- honest candour
- transparent updates
- remote working
Drains
- chasing commitments
- constant status updates
- postmortem paperwork
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