Escalations Lead

We’re Looking For A(n): Escalations Lead

Location: Hybrid (El Segundo, CA and/or Burbank/North Hollywood, CA)

What You’ll Be Doing: The Escalations Lead owns customer recovery for Golden Pet brands by defining escalation standards, directly handling complex and high-risk customer issues, and ensuring recovery outcomes align with brand values and retention goals. 

This role serves as the CX authority on when and how issues escalate, personally managing escalated cases while identifying root causes that drive repeat dissatisfaction. The Escalations Lead partners closely with CX, Support Operations, QA, Reputation Management, Product, and Legal to resolve critical customer situations and translate escalation insights into preventative improvements across the customer experience.

• Personally manage and resolve complex, high-risk, or sensitive customer escalations across Golden Pet brands, ensuring recovery outcomes align with brand values and retention goals
• Define, document, and maintain escalation criteria, workflows, and recovery standards in partnership with CX leadership and GCC
• Serve as the final decision-maker for most CX-owned escalations, ensuring consistent application of recovery approaches and judgment across cases
• Analyze escalation drivers, patterns, and outcomes to identify systemic issues contributing to repeat dissatisfaction or trust breakdowns
• Partner with QA, Reputation Management, and Support Operations leads to connect escalation trends to quality gaps, policy issues, or experience failures
• Measure recovery effectiveness using post-escalation CSAT, retention, and repeat escalation signals; surface insights to CX leadership
• Translate escalation learnings into actionable recommendations for CX programs, policy changes, training updates, or tooling improvements

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Strong judgment and composure in high-stakes, emotionally charged customer situations
• Ability to balance empathy, brand protection, and business outcomes in recovery decisions
• Clear, confident written and verbal communication in sensitive customer-facing contexts
• Analytical ability to identify root causes and systemic drivers behind escalations
• Strong documentation and follow-through habits
• Calm, solutions-oriented approach under pressure
• Required Education: Bachelor’s Degree or equivalent work experience

• Required Experience: 

  • 3+ years of experience in customer support, escalations, CX operations, or customer recovery roles
  • Demonstrated experience personally handling complex or high-risk customer escalations

• Preferred Experience:  

  • Experience supporting DTC or subscription-based brands
  • Experience partnering with third-party support teams
  • Familiarity with retention, churn, or post-resolution satisfaction metrics

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.

The base salary range is $70,400-$85,000, plus bonus potential.

The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote. 

Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.