Provide a managed escalation desk for a defined group of enterprise accounts. The service receives escalations from support or customer success, reproduces problems, coordinates resolution with engineering and other departments, maintains customer communication, and delivers a monthly report of recurring defects, integration gaps, and product requests. Begin as a hands-on service with documented playbooks, then productize repeatable intake, escalation, and feedback-analysis components.

Multiple companies are recruiting for nearly the same bridge between customers, support, product, and engineering. Increasing product complexity and dependence on third-party integrations make this work difficult to cover with general customer support alone.