CrawlJobs Logo

Escalation Manager

degreed.com Logo

Degreed

Location Icon

Location:
United Kingdom

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

60000.00 - 65000.00 GBP / Year
Save Job
Save Icon
Apply Position

Job Description:

Degreed is seeking an experienced Escalation Manager to serve as a critical bridge across Support, Product, Engineering, and Implementation in resolving complex, high-impact customer escalations. This role is responsible for ensuring escalated issues are addressed efficiently, transparently, and with a strong focus on minimizing customer effort. The Escalation Manager will partner closely with Tier 2 Support Engineers, enabling them with the resources, context, and cross-functional alignment needed to resolve escalations effectively. In addition, this role will leverage data and insights to identify escalation trends, systemic risks, and opportunities to improve the customer experience and platform reliability. This position requires strong technical troubleshooting skills, excellent interpersonal communication, and the ability to clearly articulate complex technical concepts to enterprise customers.

Job Responsibility:

  • Own and manage high-priority customer escalations from identification through resolution
  • Act as a central point of coordination across Support, Product, Engineering, and Implementation teams, ensuring escalated tickets have clear ownership, priority, timelines, and communication plans
  • Partner directly with customers via email, phone, and screen sharing to provide updates, technical explanations, and resolution strategies
  • Support Tier 2 Support Engineers by ensuring they have the tools, access, and information required to resolve escalations effectively
  • Assist with advanced troubleshooting, root cause analysis, and workaround development
  • Translate Product and Engineering insights into clear guidance for Support and customers
  • Build and maintain datasets and reporting to analyze escalation trends, root causes, and risk indicators
  • Identify recurring issues and systemic risks, and surface actionable insights to leadership
  • Contribute to continuous improvement of escalation workflows, incident response, and cross-functional collaboration
  • Review and interpret technical logs, system outputs, and diagnostic data to support escalation investigations and root cause analysis
  • Partner with Engineering to translate technical findings into clear, customer-friendly explanations and next steps

Requirements:

  • Experienced technical support professional with 4+ years in Technical Support, Escalation Management, or Support Engineering within a SaaS environment, comfortable handling complex, multi-threaded escalations in high-impact, cross-functional settings
  • Strong Tier 2 troubleshooting skills, including the ability to analyze logs, debug complex SaaS systems, and understand application flow, APIs, and configuration logic to support effective escalation resolution
  • Proven experience partnering closely with Product and Engineering teams to resolve complex technical issues and drive long-term improvements
  • Customer-focused and highly collaborative, with experience supporting enterprise or high-revenue clients and advocating effectively on their behalf
  • Excellent written and verbal communication skills, with the ability to clearly explain complex technical concepts to non-technical audiences
  • Data-oriented mindset, with experience identifying trends, creating reports, and driving continuous improvement based on insights
  • Calm, organized, and effective under pressure, with strong technical curiosity and comfort engaging in detailed technical discussions with engineers
  • Experience using support and issue-tracking tools such as Zendesk, Jira, Salesforce, or similar platforms
  • Ability to leverage AI-powered support and analytics tools as part of escalation management workflows (e.g., ticket analysis, log summarization, trend identification, and communication drafting)

Nice to have:

  • Experience supporting enterprise SaaS platforms or complex integrations
  • Background in creating or supporting custom solutions for high-value customers
  • Familiarity with incident management, SLA-driven support models, and post-incident reviews
  • Experience collaborating with Implementation or Professional Services teams
What we offer:
  • Comprehensive benefits package designed to support your well-being, growth, and success
  • Flexible work arrangements
  • Inclusive and adaptable work environment

Additional Information:

Job Posted:
February 14, 2026

Employment Type:
Fulltime
Work Type:
Remote work
Icon
Degreed - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Escalation Manager

Senior Escalation Manager

Braze is at an inflection point in our maturity, with a key focus on Scalability...
Location
Location
United States , New York City
Salary
Salary:
90000.00 - 117000.00 USD / Year
braze.com Logo
Braze
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • A skilled communicator able to effectively convey critical issue status (both verbally and written) to executive staff, go-to-market teams, and other stakeholders
  • Adept at translating complex technical problems into easily digestible terms for all audiences
  • A decisive leader capable of problem-solving and working effectively within cross-functional teams
  • Able to prioritize and execute tasks efficiently in a high-pressure environment
  • Experienced in responding to high-profile, high-impact customer/product escalations in a way that drives customer loyalty
  • Technically proficient with specific tools for reporting, documentation, and observability (e.g., Jira, Confluence, Salesforce, Google Workspace)
  • Committed to operational excellence, using data-driven decision-making to minimize risk
  • Proficient in creating, interpreting, and utilizing data-driven reports to inform decision-making and drive process improvements
  • Possess a curiosity and willingness to continuously learn about our platform and how customers use it to achieve their business outcomes
  • Demonstrated ability to lead, make decisions, problem-solve, and work within cross-functional teams
Job Responsibility
Job Responsibility
  • Manage complex escalations, ensuring proper investigation, communication, and resolution throughout the escalation lifecycle
  • Lead cross-functional collaboration with technical experts, support teams, and executive leadership to ensure alignment in addressing escalated issues
  • Support and enhance the Escalation Management Function, problem management initiatives, and the executive customer escalation process
  • Develop and implement comprehensive action plans and solutions to address root causes, balancing cost, risk, and resource availability
  • Maintain and optimize escalation protocols and processes
  • Triage and prioritize escalations based on urgency and business impact
  • Translate complex technical information into clear business cases, impacts, and risks for stakeholders at all levels
  • Present and report on escalations, high-profile issues, and platform incidents to the management team and executives as needed
  • Drive continuous improvement in processes, service standards, and goals within the Escalation Management function
  • Analyze escalation performance metrics and quality trends, providing data-driven recommendations for improvements
What we offer
What we offer
  • Competitive compensation that may include equity
  • Retirement and Employee Stock Purchase Plans
  • Flexible paid time off
  • Comprehensive benefit plans covering medical, dental, vision, life, and disability
  • Family services that include fertility benefits and equal paid parental leave
  • Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
  • A curated in-office employee experience, designed to foster community, team connections, and innovation
  • Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
  • Employee Resource Groups that provide supportive communities within Braze
  • Fulltime
Read More
Arrow Right

Escalation Manager

The Escalation Manager (EM) is part of the Global Escalation Management (GEM) or...
Location
Location
United States , Spring
Salary
Salary:
49500.00 - 104900.00 USD / Year
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience in working with technology business, preferably storage, servers, and networking
  • Bachelor's (undergraduate) degree or Master's (graduate) degree in technical/scientific discipline or equivalent on the job experience
  • Knowledge management skills: creation and re-use of intellectual capital
  • Excellent communication and leadership skills
  • Excellent project management and organizational skills
  • Team player: ability and willingness to motivate and support other engineers
  • Flexible to work in the nights or any flexible hours as per business requirement
  • ITIL & PMI knowledge is an asset
  • Good understanding of service management principles
  • Excellent understanding of Incident Management and Problem Management
Job Responsibility
Job Responsibility
  • Act as the focal point for Escalations/Outages liaising between the customer and internal stake holders
  • Act as the customer advocate and liaison to drive customer satisfaction
  • Create a plan of action for each issue by aligning technical resources
  • Proactively engage with internal stake holders to help HPE meet SLA's, organizational goals and metrics
  • Understand the technical problem and its impact on the customer's business
  • Communicate and effectively manage the customer's expectations at all levels
  • Spearhead internal/external conference calls to lead Escalations/Outages
  • Create strong synergies within internal teams
  • Ensure highest levels of customer satisfaction by proactively delivering information
  • Maintain strong commitment to building relationships with customers
What we offer
What we offer
  • Health & Wellbeing benefits
  • Personal & Professional Development programs
  • Comprehensive suite of benefits supporting physical, financial and emotional wellbeing
  • Career development programs
  • Unconditional inclusion environment
  • Flexible work arrangements
  • Fulltime
Read More
Arrow Right

Business Escalation Manager

The Business Escalation Manager is a key role within Aruba’s Global Service Orga...
Location
Location
United States
Salary
Salary:
89400.00 - 206500.00 USD / Year
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree in Business Information Systems, Business Administration, Finance, Engineering or related fields
  • 5+ Years of experience in customer/business escalations, engineering/premium support or related service delivery roles
  • Program/Project Management of critical/class issue management in a cross-functional and highly charged business and technical environment
  • Excellent understanding of Long Term Planning and Revenue Recognition initiatives/processes
  • Excellent ability to engage with various teams (Sales, R&D, Field, Partner, 3rd Party etc.,) and Customer Executives directly to facilitate both technical and business long term solutions
  • Must be able to ensure acceptable and continual progress by influencing, negotiating, communicating, and delegating during technical/business collaboration when necessary
  • Must support and promote a whatever-it-takes, customer-first culture during issue resolution while ensure HPE Aruba business goals are met
  • Must have outstanding communication skills both verbal and written that will be used in dealing directly with key customers, stakeholders and other 3rd parties and all levels of HPE Aruba executive staff
  • Ability to work in a highly charged, fast paced and challenging environment and still maintain an effective balance of customer advocacy with Aruba’s business goals
Job Responsibility
Job Responsibility
  • Assess financial risk/reward against customer satisfaction and business continuation with HPE Aruba Business Goals (ROI) for Critical Account Management engagement
  • Work with Sales and Account Teams on other alternatives when an ROI doesn’t support Critical Account engagement
  • Build reports, and presentations etc., of extremely high quality that reflect KPI’s for our Critical Account Programs and reflect status of any active customers in these programs
  • Analyze and make key changes when measures and progress trends below goals and objectives aren’t being met for the Customer Engagement Team
  • Guide Critical Account Manager’s in the generation of Get-Well plans and active management of Critical Accounts for the best ROI
  • Drive Up-Sell opportunities if warranted as part of an escalation prevention strategy
  • Take on the management of a Critical Account Management in situations where Business Risk presents the highest impact to HPE Aruba Business goals
  • Provide frequent and highly succinct and technically accurate communications on progress to customers and all levels of executive leadership
  • Identify systemic and pervasive issues related to products, processes, services and sales and drive closed loop corrective actions to prevent reoccurrences
  • Adapt to ever changing challenges and use creative thinking and versatility to still ensure a win-win outcome
What we offer
What we offer
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion
  • Fulltime
Read More
Arrow Right

Critical Account Manager

The Critical Account Manager is a key role within HPE Networking’s Global Servic...
Location
Location
Mexico , Guadalajara
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree in Computer Science, Engineering, or related field
  • 5+ Years of customer-facing service, engineering support or related delivery roles
  • Experience in Service/Technical Escalation Management a plus
  • Program/Project Management of critical issues in a cross-functional and highly charged and technical environment
  • Excellent understanding of various data networking protocols
  • Good breadth of understanding of HPE Networking products, solutions and use cases
  • Excellent ability to engage with various technical teams (R&D, Field, Partner, 3rd Party etc.,) and facilitate technical analysis and resolution
  • Must be able to ensure acceptable and continual progress by influencing, negotiating, communicating, and delegating during technical/business collaboration when necessary
  • Must support and promote a whatever-it-takes, customer-first culture during issue resolution
  • Must have outstanding communication skills both verbal and written that will be used in dealing directly with key customers and all levels of executive staff
Job Responsibility
Job Responsibility
  • Serve as the central point of contact between Sales, Engineering, Services, and the Customer
  • Own the communication strategy for all open issues, including status updates, progress reports, and risk mitigation planning
  • Schedule and facilitate regular calls with stakeholders, ensuring alignment and accountability
  • Manage the cadence and progress of issue resolution
  • Maintain detailed documentation and tracking using tools such as Salesforce, Jira, and internal ticketing systems
  • Create and deliver customer-facing presentations to report on issue status and service improvements
  • Ensure seamless collaboration across global teams while working within the US time zone, with flexibility depending on the account distribution
  • Support light program management responsibilities related to customer account recovery and strategic issue resolution
  • Develop a customer satisfaction plan and influence others to deliver to agreed timelines and objectives of that plan
  • Lead all collaboration and communication efforts for a critical customer issue and manage for on-going progress
What we offer
What we offer
  • Health & Wellbeing support
  • Career development programs
  • Unconditional inclusion celebrating individual uniqueness.
  • Fulltime
Read More
Arrow Right

SSE DevEsc Manager

This role has been designed as ‘Onsite’ with an expectation that you will primar...
Location
Location
India , Bangalore
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 9 to 12 years of experience in technical, including 3+ years into managing and leading a team
  • Strong hands-on background with .NET (C#) or Golang, including debugging and code analysis
  • In-depth understanding of networking protocols and troubleshooting tools (TCP/IP, DNS, firewalls, load balancers, etc.)
  • Proven experience in managing high-severity customer incidents and leading cross-functional issue resolution
  • Strong organizational skills and ability to manage multiple escalations simultaneously
  • Excellent verbal and written communication skills, with the ability to engage effectively with technical and non-technical stakeholders
  • Customer-centric mindset and experience dealing with enterprise clients
Job Responsibility
Job Responsibility
  • Manage and lead the escalation process for complex technical issues from support and customer teams
  • Work closely with development teams to analyze, debug, and resolve critical issues in .NET or Golang-based systems
  • Oversee technical investigations involving networking, application, and infrastructure-level concerns
  • Act as the point of contact for high-severity incidents and ensure timely resolution and customer communication
  • Collaborate with cross-functional teams (engineering, QA, DevOps, product) to drive root cause analysis (RCA) and long-term fixes
  • Ensure customer satisfaction by maintaining transparency, professionalism, and consistent follow-ups during issue resolution
  • Coach and mentor technical escalation engineers and support team members
  • Build and maintain internal processes for escalation management, documentation, and continuous improvement
  • Analyze escalation trends and work proactively to reduce repeat issues and improve product quality
What we offer
What we offer
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion
  • Fulltime
Read More
Arrow Right

Operational Risk Senior Officer

This individual contributor role focuses on Operational Risk Management Executio...
Location
Location
United Kingdom , Belfast
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Relevant experience
  • Outstanding communication and influencing skills through all levels of the organization and with external partners and vendors
  • Exceptional relationship management skills
  • Ability to effectively communicate complex topics to a broad audience
  • Detailed oriented with analytical skills
  • Expert in Microsoft Office Tools
  • Bachelor's/University degree, Master's degree preferred
Job Responsibility
Job Responsibility
  • Establishes and oversees the application of operational risk policies, technology and tools, and governance processes
  • Independently assess risks and drive actions to address root causes
  • Serves as subject matter expert for performance issues
  • Issues Management (KPI/KRI/Corrective Action Plans)
  • Resolves transactional level escalations
  • Analyzes scorecards/performance management tools
  • Monitors goals through performance, risk and relationship oversight
  • Collaborates to resolve issues
  • Develops and maintains relationships across business users and Lines of Defense
What we offer
What we offer
  • Generous holiday allowance starting at 27 days plus bank holidays
  • Discretional annual performance related bonus
  • Private medical insurance packages
  • Employee Assistance Program
  • Pension Plan
  • Paid Parental Leave
  • Special discounts for employees, family, and friends
  • Access to learning and development resources
  • Fulltime
Read More
Arrow Right

Senior Manager, Enterprise & Strategic Support

As the Senior Manager, Enterprise Support, you will own the support experience f...
Location
Location
United States , Denver; Nashville
Salary
Salary:
132000.00 - 182000.00 USD / Year
https://checkr.com Logo
Checkr
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of experience in customer support leadership roles
  • At least 3 years focused on enterprise B2B customers
  • Direct management experience leading teams of 10-20+ support professionals in high-growth environments
  • Deep understanding of enterprise customer expectations, complex multi-stakeholder environments, and premium support models
  • Proven track record of successfully managing high-stakes customer escalations and executive-level communications
  • Enterprise B2B SaaS experience with complex, technical products (Required)
  • Experience in HR tech, compliance, or background screening industries (Preferred)
  • Strong ability to influence and partner with Sales, Customer Success, Product, and Engineering teams
  • Data-driven approach to decision making with expertise in support metrics, SLA management, and quality assurance
  • Experience building support processes, playbooks, and systems that scale with growth
Job Responsibility
Job Responsibility
  • Own and optimize the enterprise support experience, ensuring rapid response times, high-quality resolutions, and proactive engagement with our largest customers
  • Serve as the primary point of contact for complex enterprise escalations, coordinating cross-functional resources and driving issues to resolution with appropriate urgency and communication
  • Build, coach, and develop a high-performing team of enterprise support specialists who serve as trusted advisors to strategic accounts
  • Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs
  • Collaborate closely with Customer Success, Account Management, Sales, Product, and Engineering teams to ensure seamless enterprise customer experiences and advocate for customer needs
  • Systematically capture and analyze enterprise customer feedback, translating insights into actionable improvements and product requirements
  • Establish and monitor enterprise support KPIs (CSAT, SLA adherence, escalation resolution time, etc.), drive continuous improvement, and report on team performance
  • Develop enterprise support playbooks, escalation protocols, and knowledge management systems that enable consistent, high-quality service delivery
  • Partner with the Director to implement AI-powered tools that enhance enterprise support efficiency while maintaining the high-touch, personalized service our enterprise customers expect
  • Drive support initiatives that directly impact enterprise NRR (Net Revenue Retention) and reduce churn through exceptional service delivery
What we offer
What we offer
  • A fast-paced and collaborative environment
  • Learning and development allowance
  • Competitive compensation and opportunity for advancement
  • 100% medical, dental and vision coverage
  • Unlimited PTO policy
  • Monthly wellness stipend
  • In-office perks such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages
  • A relocation stipend may be available for those willing to relocate to a Checkr hub location
  • Fulltime
Read More
Arrow Right

Support Escalation Manager

With more than 45,000 employees and partners worldwide, the Customer Experience ...
Location
Location
Philippines , Makati City
Salary
Salary:
Not provided
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 9+ years of technology industry, customer service, or related experience
  • OR Bachelor's Degree in technology, business, or related field AND 6+ years of technology industry, customer service, or related experience
  • OR Master's Degree in technology, business, or related field AND 4+ years of technology industry, customer service, or related experience
  • OR equivalent experience
  • Prior Incident and escalation management experience
  • Proficient in C-level stakeholder management
  • Ability to meet Microsoft, customer and / or government security screening requirements
  • Weekend on-standby/on-call will be required within the local policies and laws of the hiring country, typically one weekend in six
Job Responsibility
Job Responsibility
  • Customer Resolution: Act as an internal expert to resolve longer-running, sensitive, or escalated issues and identify and build relationships with internal and external teams to resolve customer issues
  • Lead strategic projects and provide informal coaching and mentorship to less experienced Support Escalation Managers and coordinate resources and establish relationships to remediate future issues
  • Collaboration: Leverage relationships to remove roadblocks and develop written protocols for issue resolution
  • Identify reoccurring roadblocks and escalate as needed and manage escalated issues and ensure existing processes don’t hinder resolution
  • Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution and build strategic relationships with internal teams and partners
  • Process Improvement: Surface feedback and identify systematic issues and lead process improvement efforts and review retrospective summaries and resolve recurring or sensitive issues
  • Vendor Relationships: Own and lead relationships with outsource vendors
  • Fulltime
Read More
Arrow Right
Jobs by Category
Art and Entertainment Jobs Banking Jobs Call Center Jobs Construction Jobs Consulting Jobs Customer Service Jobs Education Jobs Energy Jobs Finance Jobs Gastronomy Jobs Health and Beauty Jobs Hospitality and Tourism Jobs Human Resources Jobs Insurance Jobs IT - Administration Jobs IT - Software Development Jobs Legal Jobs Logistics Jobs Manufacturing Jobs Marketing, Digital Marketing, SEO, SEM Jobs Media Jobs Nursing Jobs Office Administration Jobs Pharmacy Jobs Physical Work Jobs Public Relations Jobs Public Sector Jobs Purchasing Jobs Quality Control Jobs Real Estate Jobs Research and Development Jobs Sales Jobs
Job Positions Jobs by Country
United States Jobs United Kingdom Jobs India Jobs Canada Jobs Australia Jobs Germany Jobs Ireland Jobs Poland Jobs
Company
Blog About Us Contact
Follow Us
Facebook
X (Twitter)
LinkedIn
Instagram
CrawlJobs Group
ITFlashcards AllDevBlogs
© 2026 CrawlJobs Ltd. All Rights Reserved
Terms & Conditions Privacy Policy