# Manager, Customer Escalations at Gohighlevel

> Lead a team resolving complex, high-visibility customer escalations and drive fixes for recurring customer friction.

- Company: Gohighlevel (gohighlevel.com)
- Location: United States (remote)
- Places: Remote, United States
- Posted: 2026-09-21
- Level: Manager
- Team: Customer Support - Escalations
- Apply: https://jobs.lever.co/gohighlevel/ecadc4f6-1be4-49d6-8aae-76287280dc46
- Page: https://ye.saranatour.dev/jobs/manager-customer-escalations-gohighlevel-kn7ag8b6mgzs612gh28q2v4tyx8hdmpa

## The posting

Manager, Customer Escalations
Gohighlevel · United States

**About us**
HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.
To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently.
Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability.

**Our people**
With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home.

**Our impact**
Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that.
Learn more about us on our [YouTube Channel](https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g) or [Blog Posts](https://blog.gohighlevel.com/general-atlantic-joins-highlevel/)

**Who You Are**

 The Manager, Customer Support - Escalations is a hands-on, customer-facing leader responsible for HighLevel's Customer Escalations function and some of our most complex, sensitive, and high-impact customer experiences.You will lead a team of highly skilled Specialists focused first and foremost on taking ownership of difficult customer situations and driving them toward resolution. You will personally engage with customers when situations require management-level involvement, helping restore confidence, navigate ambiguity, and coordinate the right people across HighLevel to solve the problem.Beyond individual resolution, you will use th learnings to identify recurring customer friction, uncover systemic issues, and drive meaningful improvements across the broader customer journey.This is not a traditional support management role. You will move between direct customer conversations, people leadership, operational problem solving, and cross-functional influence. Success requires exceptional communication, strong business judgment, comfort with ambiguity, and a willingness to take ownership before every answer is known.

**What You'll Do**

- Lead, coach, and develop a high-performing team responsible for complex and high-visibility customer escalations.
- Own the strategy, operating standards, performance, and continued development of the Customer Escalations function.
- Serve as a senior escalation point for sensitive, complex, or business-critical customer situations.
- Personally engage with customers in high-impact situations, taking ownership of difficult conversations and coordinating resolution across HighLe