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Customer Escalation Manager Jobs (NOW HIRING)

Jobtailor

Project Manager - Customer Escalation

New Haven, CT · On-site

$82K - $105K/yr

* Manage major customer escalations for Electronic Access Control products operating in customer environments * Oversee a portfolio of concurrent escalation efforts involving severe performance ...

New

ASSA ABLOY Sicherheitstechnik GmbH

$60K - $77K/yr

As a Customer Escalation Project Manager, you will manage major customer escalations, including both incident response activities and corrective-action projects for Electronic Access Control products ...

ASSA ABLOY

Project Manager- Customer Escalation

New Haven, CT · On-site

$82K - $105K/yr

As a Customer Escalation Project Manager, you will manage major customer escalations, including both incident response activities and corrective-action projects for Electronic Access Control products ...

Assa Abloy

Project Manager- Customer Escalation

New Haven, CT · On-site

$82K - $105K/yr

As a Customer Escalation Project Manager, you will manage major customer escalations, including both incident response activities and corrective-action projects for Electronic Access Control products ...

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the ...

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the ...

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the ...

Gong.io

As our strategic Escalation Manager, you will be the definitive owner and quarterback guiding our most critical, complex upmarket customer crises to resolution. We are scaling rapidly and need a ...

Waymo

Escalation Manager

Tempe, AZ

From component sourcing to end customer management, we enable and create value for Waymo through ... Serve as the primary operations leader and escalation point for high-priority safety and ...

Freshworks

Escalation Manager

San Mateo, CA · On-site

To create a better experience for their customers and employees. To help them grow. Software is a ... As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive ...

Waymo

Escalation Manager

Tempe, AZ · On-site

From component sourcing to end customer management, we enable and create value for Waymo through ... Serve as the primary operations leader and escalation point for high-priority safety and ...

Freshworks

Escalation Manager

Boston, MA · On-site

To create a better experience for their customers and employees. To help them grow. Software is a ... As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive ...

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How much do customer escalation manager jobs pay per year?

As of Sep 15, 2026, the average yearly pay for customer escalation manager in the United States is $57,998.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,000.00 and $70,000.00 per year, depending on experience, location, and employer.

What is a customer escalation manager?

A Customer Escalation Manager is a professional responsible for handling and resolving complex customer complaints or issues that have not been resolved through standard support channels. They act as a liaison between customers and the company, ensuring that concerns are addressed promptly and effectively. Their role often involves investigating problems, coordinating with different departments, and implementing solutions to prevent future escalations. By managing critical situations, they help maintain customer satisfaction and protect the company's reputation.

How does a customer escalation manager typically collaborate with other departments to resolve complex customer issues?

Customer Escalation Managers frequently work cross-functionally, collaborating with teams such as technical support, product management, sales, and engineering to resolve customer concerns that require specialized expertise. They act as the primary liaison, ensuring that all stakeholders are aligned on the issue and that communication is clear and timely. This role demands strong relationship-building skills and the ability to coordinate resources quickly, as escalations often require swift, well-organized responses. By fostering open communication between departments, Escalation Managers help drive resolutions that maintain customer satisfaction and improve internal processes.

What are the key skills and qualifications needed to thrive as a customer escalation manager, and why are they important?

To thrive as a Customer Escalation Manager, you need strong problem-solving skills, conflict resolution abilities, and a background in customer service or related fields, often supported by a bachelor's degree. Familiarity with CRM systems, ticketing platforms, and reporting tools like Salesforce or Zendesk is typically required. Exceptional communication, empathy, and resilience are essential soft skills for managing difficult conversations and high-pressure situations. These skills ensure efficient resolution of complex customer issues, maintain client satisfaction, and protect the company's reputation.

What is the difference between Customer Escalation Manager vs Customer Service Supervisor?

AspectCustomer Escalation ManagerCustomer Service Supervisor
Primary FocusHandling complex customer escalations and resolving high-priority issuesOverseeing daily customer service operations and team management
Required SkillsAdvanced communication, problem-solving, conflict resolutionTeam leadership, customer service skills, process management
Work EnvironmentCollaborates with multiple departments to resolve escalationsManages customer service team in call centers or support centers
CertificationsCustomer service or conflict resolution certifications often preferredLeadership or supervisory certifications beneficial

The Customer Escalation Manager focuses on resolving complex and high-priority customer issues, often working across departments. In contrast, the Customer Service Supervisor manages daily team operations and ensures customer satisfaction at the operational level. Both roles require strong communication skills, but the escalation manager typically handles more advanced problem-solving scenarios.

How to become a customer escalation manager?

To become a customer escalation manager, candidates typically need a background in customer service, strong communication and problem-solving skills, and experience handling complex customer issues. Relevant certifications in customer service or management can be beneficial, and familiarity with CRM tools is often required. Progression usually involves gaining experience in customer support roles and developing leadership abilities.
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Cities with the most Customer Escalation Manager job openings:

What states have the most Customer Escalation Manager jobs?

States with the most job openings for Customer Escalation Manager jobs include:

What are popular job titles related to Customer Escalation Manager jobs?

For Customer Escalation Manager jobs, the most frequently searched job titles are:

Customer Escalation Manager jobs near you
Infographic showing various Customer Escalation Manager job openings in the United States as of September 2026, with employment types broken down into 80% Full Time, 18% Part Time, and 2% Contract. Highlights an 85% Physical, 1% Hybrid, and 14% Remote job distribution, with an average salary of $57,998 per year, or $27.9 per hour.

Project Manager - Customer Escalation

New Haven, CT • On-site

Jobtailor
See more jobs at Jobtailorexternal

$82K - $105K/yr

Other

Posted 3 days ago

New

Job description

  • Manage major customer escalations for Electronic Access Control products operating in customer environments
  • Oversee a portfolio of concurrent escalation efforts involving severe performance degradation, system instability, or loss of functionality
  • Serve as the central point of accountability from issue identification through resolution
  • Coordinate cross-functional response teams, establish priorities, drive decision-making, and oversee corrective actions
  • Oversee investigation, root cause analysis, validation, deployment, and recovery activities
  • Maintain project plans and manage risks and dependencies
  • Lead escalation reviews
  • Support clear, timely communication with customers and stakeholders
  • Ensure rapid execution in high-pressure situations
Requirements
  • Bachelor's Degree in Computer Science, Engineering or a related technical discipline
  • Exposure to software, firmware, systems, or electronic products
  • 3-5 years of progressive experience in engineering, technical support, project management, customer escalation management, or related technical disciplines
  • Ability to lead cross-functional teams, assign actions, establish priorities, resolve obstacles, and escalating risks without direct management authority
  • Strong communication skills, including the ability to engage technical and business stakeholders and translate technical issues into business impacts, risks, and required decisions
  • Ability to remain calm, reassuring, and resolution-focused during high-pressure situations
  • Proficiency with Jira, Confluence, Microsoft Project, Excel, and PowerPoint
  • Must be open to occasional travel
  • Possess, or be able to acquire, a valid passport
Core Competencies

Demonstrates expertise in managing customer escalations for Electronic Access Control products, with a strong focus on root cause analysis, project management, and cross-functional team leadership. Proficient in maintaining clear communication with stakeholders and executing solutions in high-pressure environments.

Highest-signal resume keywords
  • Customer Escalation Management
  • Root Cause Analysis
  • Project Management
  • Cross-Functional Team Leadership
  • Strong Communication Skills
ATS Optimization Keywords Hard Skills
  • Engineering
  • Technical Support
  • Software Exposure
  • Firmware Exposure
  • Systems Exposure
  • Electronic Products Exposure
Soft Skills
  • Calm Under Pressure
  • Resolution-Focused
Certifications & Qualifications
  • Bachelor's Degree in Computer Science
  • Bachelor's Degree in Engineering
Industry Keywords
  • Electronic Access Control
  • Performance Degradation
  • System Instability
  • Functionality Loss
Tools & Technologies
  • Jira
  • Confluence
  • Microsoft Project
  • Excel
  • PowerPoint
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