Manage support escalation in partnership with engineering, product management, Customer Success Engineering, Support, Customers, and Partners until resolution. Achieve customer satisfaction by ensuring incidents or escalations (and related cases) are well and fully documented with the timely execution of action items.

Cross-functional Collaboration: Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively. Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges. Leverage the Escalations Betterments Dashboard to track, manage, and resolve high-impact cases efficiently. Special projects and initiatives as needed.

Drive cross-functional incident and escalation workflows involving Engineering, Product, Support, Customer Success, and leadership teams. Establish clear plans of action for escalations, including timelines, owners, risks, dependencies, and communication cadences.