Customer Escalation Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Escalation Lead based in Brazil. This senior individual contributor role focuses on protecting customer confidence and resolving high-impact issues for strategic enterprise accounts. You will own complex customer escalations from initial intake through resolution, confirmation, and follow-up. The position combines strategic account management, executive communication, risk mitigation, and cross-functional leadership. You will work closely with Customer Support, Product Health, Engineering, Product Management, Customer Success, QA, and Professional Services teams. Beyond resolving immediate issues, you will identify recurring risks and customer pain points and turn them into actionable business and product insights. The role provides significant organizational influence without direct reports, with a strong focus on customer advocacy, accountability, and continuous improvement.