Staff, Escalation Manager

Our client operates in the communications technology industry, providing innovative solutions that help businesses and developers create personalized customer communication experiences at scale. With a global customer base and remote-first work culture, the organization emphasizes collaboration, inclusion, and reliable customer support. They combine technology, customer expertise, and global collaboration to help customers address complex communication challenges and achieve their business goals.

About the Role

The Staff Escalation Manager supports the Escalations Management team within the Support organization by managing critical customer escalations and driving timely, effective resolutions. This role serves as a technical subject matter expert and trusted advisor for complex customer issues. The position also focuses on mentoring team members, improving escalation processes, translating technical findings for executive audiences, and collaborating across departments to strengthen customer trust and success.

Responsibilities

• Serve as a subject matter expert and leader within the Escalations Management team
• Manage complex and critical customer escalations through resolution
• Mentor and coach team members on performance, communication, soft skills, and case management best practices
• Lead onboarding and training for new team members through structured training sessions
• Identify opportunities to improve training, documentation, and escalation processes
• Communicate team updates, priorities, and important information clearly and promptly
• Advise team members on sensitive escalations and help remove blockers affecting case resolution
• Analyze escalation trends and identify opportunities for operational improvement
• Review technical post-mortems and translate findings into concise, executive-level reports
• Prepare leadership-facing documentation outlining business impact, root causes, and remediation plans
• Lead cross-functional projects that improve support processes and customer outcomes
• Collaborate with internal teams to resolve complex technical and customer issues
• Participate in talent acquisition activities, including interviews and candidate calibration

Requirements

• Minimum of 5 years of experience in client-facing technical support roles
• Strong technical troubleshooting and customer escalation management experience
• Proficiency with tools such as Tableau, Excel, Jira, and Zendesk for data analysis, reporting, and case management
• Consistent history of meeting or exceeding support performance metrics and KPIs
• Strong cross-functional collaboration skills and ability to coordinate complex issue resolution
• Experience coaching and developing teams through training, documentation, and process improvement
• Advanced time management and organizational skills
• Strong ability to de-escalate challenging customer situations while maintaining professionalism and trust
• Excellent written and verbal communication skills
• Ability to communicate technical issues and business impacts effectively to executive audiences

Desired Qualifications

• Experience in a senior technical support or escalation management role
• Familiarity with follow-the-sun support models and globally distributed teams
• Experience with Agile methodologies and continuous improvement practices
• Proven project management experience
• Strong facilitation and presentation skills