Escalations Lead

Golden Hippo•Los Angeles, CA

10h•$70,400 - $85,000•Hybrid

About The Position

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.

Requirements

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
Bachelor’s Degree or equivalent work 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

Nice To Haves

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

Responsibilities

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

Benefits

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.