Sr Escalation Manager
Core
Lead the resolution of complex, high-priority customer issues and serve as a trusted point of contact during challenging situations.
Role type
Senior Customer Escalations Manager
Builds
Customer trust, satisfaction, and long-term retention
Domain
SaaS / Customer Support / Incident Management
Deliverable
client delivery
Required skills
Cross-functional coordination, root-cause analysis, stakeholder communication, prioritization, process improvement, risk identification, documentation management
Preferred skills
ITIL V4 Foundation, IAPP, PMP, CCSM, Salesforce, Jira, Microsoft Office, multilingual fluency
Responsibilities
Own end-to-end management of customer escalations, partner with Support/Engineering/Product teams, maintain clear communication with customers and stakeholders, translate complex technical information, coordinate root-cause analysis, lead follow-up conversations, monitor high-priority accounts proactively, manage multiple escalations simultaneously, maintain accurate escalation records, identify trends and recommend improvements
Seniority
Senior, hands-on IC
