As part of our Customer Support team, the Customer Escalation Manager at Aiwyn is responsible for overseeing, coordinating, and resolving high-impact and complex escalations identified through ...
As part of our Customer Support team, the Customer Escalation Manager at Aiwyn is responsible for overseeing, coordinating, and resolving high-impact and complex escalations identified through ...
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 ...
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 ...
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 ...
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 ...
US- Escalation Manager (Customer Support)
$95K - $105K/yr
The Escalation Manager, will be responsible for coordinating efforts to resolve escalated customer issues typically related to high impact customer situations. They will work with multiple internal ...
US- Escalation Manager (Customer Support)
$95K - $105K/yr
The Escalation Manager, will be responsible for coordinating efforts to resolve escalated customer issues typically related to high impact customer situations. They will work with multiple internal ...
OR · Hybrid
$100K - $110K/yr
The Escalation Manager, will be responsible for coordinating efforts to resolve escalated customer issues typically related to high impact customer situations. They will work with multiple internal ...
OR · Hybrid
$100K - $110K/yr
The Escalation Manager, will be responsible for coordinating efforts to resolve escalated customer issues typically related to high impact customer situations. They will work with multiple internal ...
US- Escalation Manager (Customer Support)
OR · Remote
$95K - $105K/yr
The Escalation Manager, will be responsible for coordinating efforts to resolve escalated customer issues typically related to high impact customer situations. They will work with multiple internal ...
New
Quick apply
US- Escalation Manager (Customer Support)
OR · Remote
$95K - $105K/yr
The Escalation Manager, will be responsible for coordinating efforts to resolve escalated customer issues typically related to high impact customer situations. They will work with multiple internal ...
New
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 ...
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 ...
Escalation Manager III- Eng
Lowell, MA · On-site
$71K - $103K/yr
The code you ship, the decisions you make, and the care you show a customer all add up to real ... The Escalation Manager is responsible for providing customer escalation management support to ...
Escalation Manager III- Eng
Lowell, MA · On-site
$71K - $103K/yr
The code you ship, the decisions you make, and the care you show a customer all add up to real ... The Escalation Manager is responsible for providing customer escalation management support to ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
Escalation Manager
$144K/yr
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 ...
Escalation Manager
$144K/yr
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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Escalation Manager - Fraud Operations
Alpharetta, GA · On-site
$80K - $90K/yr
About the Opportunity We are seeking an experienced Escalation Manager to lead a team supporting fraud-related customer escalations within a dynamic banking environment. This role is ideal for a ...
New
Quick apply
Be Seen First
Escalation Manager - Fraud Operations
Alpharetta, GA · On-site
$80K - $90K/yr
About the Opportunity We are seeking an experienced Escalation Manager to lead a team supporting fraud-related customer escalations within a dynamic banking environment. This role is ideal for a ...
New
Client Escalation Manager
San Antonio, TX · On-site
Required Qualifications: • 3-5 years of experience in client escalations, customer operations, account management, client services, or a related client-facing operational role. • Experience ...
Client Escalation Manager
San Antonio, TX · On-site
Required Qualifications: • 3-5 years of experience in client escalations, customer operations, account management, client services, or a related client-facing operational role. • Experience ...
Required Qualifications: 3-5 years of experience in client escalations, customer operations, account management, client services, or a related client-facing operational role. Experience supporting ...
Required Qualifications: 3-5 years of experience in client escalations, customer operations, account management, client services, or a related client-facing operational role. Experience supporting ...
Customer Escalation Manager information
See salary details
$24.5K - $31.5K
5% of jobs
$31.5K - $38.4K
14% of jobs
$41.1K is the 25th percentile. Wages below this are outliers.
$38.4K - $45.4K
16% of jobs
The median wage is $51.7K / yr.
$45.4K - $52.3K
17% of jobs
$52.3K - $59.3K
12% of jobs
$59.3K - $66.2K
9% of jobs
$67.8K is the 75th percentile. Wages above this are outliers.
$66.2K - $73.2K
11% of jobs
$73.2K - $80.1K
6% of jobs
$80.1K - $87.1K
5% of jobs
$87.1K - $94K
2% of jobs
$94K - $101K
3% of jobs
$24.5K
$58K
$101K
How much do customer escalation manager jobs pay per year?
As of Aug 3, 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 the difference between Customer Escalation Manager vs Customer Service Supervisor?
| Aspect | Customer Escalation Manager | Customer Service Supervisor |
|---|---|---|
| Primary Focus | Handling complex customer escalations and resolving high-priority issues | Overseeing daily customer service operations and team management |
| Required Skills | Advanced communication, problem-solving, conflict resolution | Team leadership, customer service skills, process management |
| Work Environment | Collaborates with multiple departments to resolve escalations | Manages customer service team in call centers or support centers |
| Certifications | Customer service or conflict resolution certifications often preferred | Leadership 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.
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 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.
More about Customer Escalation Manager jobs
What cities are hiring for Customer Escalation Manager jobs? 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 job categories do people searching Customer Escalation Manager jobs look for? The top searched job categories for Customer Escalation Manager jobs are:
Full-time
Medical, Dental, Vision, Retirement, PTO
Posted 17 days ago
Job description
Who is Aiwyn and what do we do?
Aiwyn is the first complete platform for modern accounting firms. Backed by top-tier investors like Bessemer, KKR, and Revolution, we're one of the fastest-growing scale-up SaaS companies in the world. We build category-defining technology-and we're doing it with world-class people, processes, and products.
To learn more, visit our website
This role:
As part of our Customer Support team, the Customer Escalation Manager at Aiwyn is responsible for overseeing, coordinating, and resolving high-impact and complex escalations identified through internal monitoring or customer channels. This role ensures escalated issues are prioritized and resolved efficiently, customers are communicated with transparently, and internal teams collaborate effectively to prevent recurrence and drive long-term improvements.
How We Investigate Issues:
Investigating escalations at Aiwyn requires operating within a highly integrated technical ecosystem. This work includes executing database queries, analyzing user session replays, reviewing application and network logs, and performing transaction-level investigations to identify root cause. The role frequently involves tracing source data from external systems through multiple integrations into Aiwyn's database, diagnosing issues related to DNS configuration and mail servers, and understanding complex interactions with third-party systems including third party practice management systems, SafeSend, and Outlook. Successful candidates are comfortable navigating ambiguity and synthesizing data across systems to drive resolution.
Key Responsibilities:
Qualifications:
Preferred experience:
Benefits and Perks:
Other benefits include:
Our Values:
Learn more about Aiwyn:
Aiwyn is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Candidate information will be treated in accordance with our CCPA privacy notice which can be found here: https://www.aiwyn.ai/ccpa
Aiwyn is the first complete platform for modern accounting firms. Backed by top-tier investors like Bessemer, KKR, and Revolution, we're one of the fastest-growing scale-up SaaS companies in the world. We build category-defining technology-and we're doing it with world-class people, processes, and products.
To learn more, visit our website
This role:
As part of our Customer Support team, the Customer Escalation Manager at Aiwyn is responsible for overseeing, coordinating, and resolving high-impact and complex escalations identified through internal monitoring or customer channels. This role ensures escalated issues are prioritized and resolved efficiently, customers are communicated with transparently, and internal teams collaborate effectively to prevent recurrence and drive long-term improvements.
How We Investigate Issues:
Investigating escalations at Aiwyn requires operating within a highly integrated technical ecosystem. This work includes executing database queries, analyzing user session replays, reviewing application and network logs, and performing transaction-level investigations to identify root cause. The role frequently involves tracing source data from external systems through multiple integrations into Aiwyn's database, diagnosing issues related to DNS configuration and mail servers, and understanding complex interactions with third-party systems including third party practice management systems, SafeSend, and Outlook. Successful candidates are comfortable navigating ambiguity and synthesizing data across systems to drive resolution.
Key Responsibilities:
- Monitor and triage inbound support tickets to surface critical escalations, recurring themes, and potential systemic issues.
- Act as the first point of contact for complex and high-impact customer escalations that exceed standard support channels.
- Own and manage the end-to-end escalation and problem management lifecycle in coordination with Product and Engineering teams, from identification to resolution, ensuring alignment with internal SLAs.
- Ensure escalated items are prioritized and routed appropriately across Support, Engineering, and Product teams.
- Manage customer communications regarding escalated issues through written and verbal channels (email, calls, virtual meetings).
- Serve as a trusted advocate for customers during escalations, preserving customer satisfaction while balancing internal priorities.
- Partner closely with Support Agents, Technical Support Engineers, Engineering, and Product leadership to orchestrate timely and effective resolution of escalations.
- Act as liaison to ensure escalations are visible to and supported by the appropriate resolver teams.
- Establish, document, and enforce escalation standards, including a "fix-forward" policy where relevant.
- Contribute to refining escalation workflows, playbooks, and internal runbooks.
- Analyze trends in escalations and problem occurrence to identify opportunities to reduce recurrence.
- Facilitate and support incident retrospectives, ensuring teams understand root causes, contributing factors, and follow-up actions.
- Guide teams through incident reporting and post-incident processes, helping ensure consistent execution and high-quality outcomes.
- Provide actionable recommendations to improve product usability, support processes, documentation, and customer onboarding, and ensure agreed-upon actions are tracked to completion.
- Manage risk escalation and ensure resolution trajectories minimize customer impact.
- Deliver timely reporting and insights on escalation performance, metrics, and adherence to SLAs, aligned with organizational goals.
Qualifications:
- 3-5+ years in escalation management, technical support, customer success, or related fields.
- Proven experience managing customer-impacting incidents in a production SaaS environment, including use of incident management tooling (such as incident.io) to coordinate responders, manage timelines, and drive post-incident actions.
- Curious and data-driven mindset with experience analyzing trends and reporting on outcomes.
- Strong ability to work with datasets, metrics, and reporting to debug issues, assess customer impact, and drive data-informed escalation and post-incident decisions.
- Familiarity with support platforms and issue tracking tools (e.g., Zendesk and Jira).
- Clear customer and internal communication skills, with the ability to simplify complex technical concepts.
- Excellent prioritization and organizational skills.
Preferred experience:
- Familiarity with SaaS platforms and cloud-based software solutions.
- Strong understanding of accounting principles and experience with accounting or accounts receivable software.
Benefits and Perks:
- The big-picture value proposition of this role is simple: join us, and you'll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast growing SaaS startup led by an experienced and successful co-founding team with industry experience.
Other benefits include:
- Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls.
- Remote, work-from-anywhere culture
- Flexible PTO
- World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support.
- Stock options - every Full Time Employee has ownership in Aiwyn's future and success.
- 401(k) matching
Our Values:
- Relentless by Design
- Owners not Renters
- Trust at the Core
Learn more about Aiwyn:
- About us
- YouTube page
Aiwyn is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Candidate information will be treated in accordance with our CCPA privacy notice which can be found here: https://www.aiwyn.ai/ccpa
About Aiwyn
Sourced by ZipRecruiter
Industry
Software development
Company size
11 - 50 Employees
Headquarters location
Charlotte, NC, US
Year founded
2014