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Customer Escalation Manager Jobs in Decatur, AL (NOW HIRING)

PingWind

Service Desk Lead

Huntsville, AL

Required Experience: Senior IT support or service-desk experience leading customer-facing technical support operations, ticket management, escalation, SLA performance, troubleshooting, and support ...

Posted today

3-GIS

Support Specialist II

Huntsville, AL · On-site +1

... for customer escalations and ticket processing, including product enhancements and bugs. Cross-Team Collaboration * Work collaboratively with Sales, Product, Development, and PMO teams to ensure ...

New

Guidehouse

Deputy Program Manager

Huntsville, AL · On-site

$114K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Ensures all functions remain on schedule and issues get resolved or escalated. * Facilitates ... Ability to provide efficient, timely, reliable, and courteous service to customers. * Ability to ...

Guidehouse

Deputy Program Manager

Huntsville, AL

$114K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Ensures all functions remain on schedule and issues get resolved or escalated. * Facilitates ... Ability to provide efficient, timely, reliable, and courteous service to customers. * Ability to ...

SA Recycling

Office Manager

Huntsville, AL

Job Duties Including, but not limited to: · Resolve customer complaints, and answer customers ... resolving escalated complaints or disputes. · Implement corporate and departmental policies ...

Ataero

Program Manager

Huntsville, AL · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Coordinate the timely resolution of performance deficiencies, customer concerns, staffing issues ... escalation procedures. * Maintain an effective and qualified workforce and manage staffing ...

SA Recycling

Office Manager

Huntsville, AL · On-site

Job Duties Including, but not limited to: • Resolve customer complaints, and answer customers ... escalated complaints or disputes. • Implement corporate and departmental policies, procedures ...

Woody Anderson Ford

Vehicle Sales Manager

Huntsville, AL

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Handle escalated customer concerns promptly and fairly to protect customer trust and dealership ... Enforce consistent use of CRM and dealership sales processes to ensure timely customer follow-up * ...

Woody Anderson Ford

Vehicle Sales Manager

Huntsville, AL · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Handle escalated customer concerns promptly and fairly to protect customer trust and dealership ... Enforce consistent use of CRM and dealership sales processes to ensure timely customer follow-up * ...

Woody Anderson Ford

Vehicle Sales Manager

Huntsville, AL · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Handle escalated customer concerns promptly and fairly to protect customer trust and dealership ... Enforce consistent use of CRM and dealership sales processes to ensure timely customer follow-up * ...

Woody Anderson Ford

Vehicle Sales Manager

Huntsville, AL · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Handle escalated customer concerns promptly and fairly to protect customer trust and dealership ... Enforce consistent use of CRM and dealership sales processes to ensure timely customer follow-up * ...

Precision Tune Auto Care

District Manager

Decatur, AL · On-site

$52K - $104K/yr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

If you're looking to build your career with a proven, customer-focused brand, we'd love to have you ... Act as the primary escalation point for regional Fleet accounts, ensuring high-priority service ...

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Showing results 21-40

All JobsCustomer Escalation JobsCustomer Escalation Manager JobsCustomer Escalation Manager Jobs in Decatur, AL

Customer Escalation Manager information

See Decatur, AL salary details

$23K

$54.4K

$94.7K

How much do customer escalation manager jobs pay per year?

As of Aug 14, 2026, the average yearly pay for customer escalation manager in Decatur, AL is $54,371.00, according to ZipRecruiter salary data. Most workers in this role earn between $38,400.00 and $65,600.00 per year, depending on experience, location, and employer.

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.

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.

What job categories do people searching Customer Escalation Manager jobs in Decatur, AL look for?

The top searched job categories for Customer Escalation Manager jobs in Decatur, AL are:

What cities near Decatur, AL are hiring for Customer Escalation Manager jobs?

Cities near Decatur, AL with the most Customer Escalation Manager job openings:

Customer Escalation Manager jobs near you

Service Desk Lead with Security Clearance

PingWind Inc.

Huntsville, AL • On-site

Other

Medical, Dental, Vision, Life, Retirement, PTO

Posted yesterday

New

Job description

Location: Huntsville, AL
Required Clearance: SECRET Required Education: Bachelor's degree in information technology, computer science, information systems, or a related field; equivalent relevant experience may be considered.
Required Experience: Senior IT support or service-desk experience leading customer-facing technical support operations, ticket management, escalation, SLA performance, troubleshooting, and support metrics in an enterprise environment. Position Description PingWind is seeking a Service Desk Lead to direct responsive, customer-focused system support for PAE Fires users. The Service Desk Lead will oversee intake, triage, routing, troubleshooting, escalation, resolution, follow-up, and performance reporting to minimize user downtime, meet service-level expectations, and continuously improve the support experience. Primary Responsibilities Typical Responsibilities/Tasks:
• Lead embedded OCIO service-desk and user-support operations and ensure timely, effective, and professional responses to customer inquiries and technical support needs.
• Manage support requests received by telephone, email, and the Government-provided automated service desk system, including intake, logging, categorization, prioritization, routing, escalation, resolution, and follow-up.
• Direct diagnosis and troubleshooting of computer hardware and software issues and ensure customers receive clear step-by-step guidance and accurate technical assistance.
• Ensure support personnel maintain current proficiency with Government hardware, software, systems, and emerging technologies needed to resolve routine and complex user issues.
• Establish effective escalation and coordination practices with server, network, cybersecurity, application-development, asset-management, and other technical teams to restore service quickly.
• Monitor adherence to established service-level agreements and performance standards and take corrective action when response or resolution performance trends below expectations.
• Analyze service-desk activity and identify recurring issues, operational bottlenecks, support trends, training needs, and opportunities to improve first-contact resolution and customer satisfaction.
• Generate detailed performance reports covering call/ticket volumes, issue types, resolution times, trends, and other relevant support metrics in accordance with applicable reporting requirements.
• Provide technical leadership, workload management, coaching, and quality oversight for service-desk personnel while maintaining a professional customer-service culture. Required Qualifications • Demonstrated experience leading an enterprise service desk, help desk, or deskside/user-support operation with formal ticketing and escalation processes.
• Strong troubleshooting knowledge across end-user hardware, Windows-based computing environments, common enterprise applications, accounts/access, peripherals, and connectivity issues.
• Experience managing SLAs, response/resolution targets, ticket backlogs, priority/escalation practices, support metrics, and trend reporting.
• Ability to translate technical information into clear, professional guidance for end users and to coordinate complex incidents with specialized technical teams.
• Experience using automated service-management/ticketing systems and producing operational reports for leadership review.
• Strong team leadership, customer-service, communication, coaching, and workload-management skills.
• Ability to support mission-driven operational hours and after-hours/on-call requirements when authorized and required by specific tasks.
• SECRET security clearance. Desired Qualifications • ITIL Foundation/Managing Professional, HDI, or comparable service-management certification.
• Experience leading service desk operations in an Army/DoD or other Federal Government environment.
• Experience with endpoint management, remote support, knowledge management, and service analytics/reporting tools.
• DoD 8140-aligned cybersecurity qualification where required by assigned cyberspace work. About PingWind PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is an SBA certified Service-Disabled Veteran-Owned Small Business (SDVOSB) with offices in Northern Virginia and Huntsville AL. www.PingWind.com Our benefits include: • Eleven Federal Holidays
• Paid Time Off accrued each pay period
• Parental Leave
• Three medical plan choices with generous employer contribution
• Dental and Vision Insurance
• Company paid Short-Term and Long-Term Disability
• Company paid Life and AD&D Insurance
• 401k with competitive matching and vesting schedule • Continuing education assistance
• Short Term / Long Term Disability & Life Insurance
• Medical, Dependent Care and Commuter Flexible Spending Accounts
• Employee Assistance Program • Wellness benefits include Calm Health app and WellHub gym subsidy (formerly GymPass)
• 529 College Savings Plan
• Legal Insurance • Pet Insurance Salary Range $97k-$135K The pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) job responsibilities, education, certifications, experience, as well as internal equity mapping and alignment with market data, or other applicable laws. Veterans are encouraged to apply PingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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