Escalation Manager

Job Summary

A company is looking for an Escalation Manager to manage and resolve complex technical issues for customer satisfaction.

Key Responsibilities

• Act as the primary point of contact for customer escalations, ensuring timely resolution
• Lead cross-functional initiatives to resolve complex issues within high-risk accounts
• Analyze trends in escalations to identify systemic issues and recommend improvements

Required Qualifications

• 5+ years of experience in enterprise technical support, with at least 2 years managing escalations
• Proven track record of resolving high-impact customer issues and managing critical incidents
• Understanding of SaaS organizational and operational constructs
• Knowledge of Lean, Six Sigma, and continuous improvement approaches
• Familiarity with support-related tools such as Salesforce Service Cloud and Jira