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

Leidos

Site Manager Quality

Huntsville, AL · On-site

Everything we do is built on a commitment to do the right thing-for our customers, our people, and ... Effectively address escalated quality issues in a timely manner. Business Lifecycle & Reporting

Via Logic LLC

Site Manager Quality

Huntsville, AL · On-site

$92.30 - $166.85/hr

Customer & Supplier Interface * Serve as the primary interface with external quality stakeholders ... Effectively address escalated quality issues in a timely manner. Business Lifecycle & Reporting

Stryker Corporation

Site Manager Quality

Huntsville, AL · On-site

$92.30 - $166.85/hr

Customer & Supplier Interface * Serve as the primary interface with external quality stakeholders ... Effectively address escalated quality issues in a timely manner. Business Lifecycle & Reporting

Leidos

Site Manager Quality

Huntsville, AL · On-site

$92K - $166K/yr

Customer & Supplier Interface * Serve as the primary interface with external quality stakeholders ... Effectively address escalated quality issues in a timely manner. Business Lifecycle & Reporting

Leidos

Site Manager Quality

Huntsville, AL · On-site

Everything we do is built on a commitment to do the right thing-for our customers, our people, and ... Effectively address escalated quality issues in a timely manner. Business Lifecycle & Reporting

Benchmark

Associate Program Manager

Huntsville, AL · On-site

... customers with written corrective action to escalated issues • Work with Materials/Procurement to establish internal goals for annual inventory turns and report actual turns regularly • Assist ...

Davidson Homes LLC

Area Sales Manager

Huntsville, AL · On-site

$85 - $115/hr

Manage and resolve escalated customer concerns * Promote customer retention and referrals Data-Driven Decision Making * Analyze sales and market data to inform strategy and improve outcomes * Track ...

Leidos

Quality Business Area Manager

Huntsville, AL · On-site

$116K - $210K/yr

Establish and maintain a quality culture committed to performance excellence, customer mission, and ... Effectively escalated quality issues in an informative, substantive, timely and transparent manner ...

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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 Sep 3, 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 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.

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

Lead Senior Service Desk Engineer - PAE Fires IT Support Services

Technology, Automation, and Management, Inc.

Huntsville, AL • On-site

Full-time

Re-posted 13 days ago

Job description

PENDING CONTRACT AWARD Mission Objectives - PAE Fires requires innovative, state-of-the-art solutions to address inquiries and support needs from approximately 3,500 customers. The Lead Senior Service Desk Engineer manages all end-user support operations, ensuring timely, effective, and customer-focused responses while maintaining SLA compliance and generating performance metrics for continuous improvement. Position Responsibility Summary: Be the face of IT to approximately 3,500 users; set the tone for how every interaction is handled; personally model the professionalism, patience, and technical competence you expect from your team Reduce user downtime as the primary operational goal; measure success not by tickets closed, but by how quickly people get back to their mission work Leverage ServiceNow as the central platform for incident management, request fulfillment, and service catalog operations; configure and optimize workflows, assignment rules, and escalation paths to maximize efficiency and minimize manual routing Build and maintain ServiceNow Performance Analytics dashboards that provide real-time and historical visibility into ticket volumes, resolution times, SLA compliance, backlog aging, and customer satisfaction trends; use these dashboards to brief leadership and drive data-informed operational decisions Analyze support trends and recurring issues to identify systemic root causes; then partner with the Network, Systems, and Development teams to fix problems permanently rather than treating symptoms repeatedly Build a team culture where first-contact resolution is the standard, not the exception; invest in technician training and knowledge base development so issues are resolved at the lowest possible tier Design and optimize service desk workflows within ServiceNow; ensure tickets are categorized correctly, routed efficiently, and escalated promptly when they exceed a technician's capability or time threshold Manage after-hours and executive support coverage with the reliability that senior leaders expect; these users cannot wait until morning, and their issues often have outsized mission impact Own the end-user experience for hardware and software deployments; coordinate with the Systems team on imaging standards, with the Network team on connectivity, and with Cybersecurity on endpoint security to deliver a seamless experience Use ServiceNow reporting and performance data (call volumes, resolution times, satisfaction feedback, trend analysis) to continuously improve operations; present findings to leadership with specific recommendations, not just raw numbers Develop contingency plans for surge periods (software rollouts, system migrations, new user onboarding waves) that maintain service quality even when demand spikes Train users proactively on self-service tools and common tasks; reduce ticket volume by empowering the workforce, not by making it harder to ask for help Primary Function (PWS 1.16.6, 1.16.6.5): Leads system support operations, enforces SLA adherence, manages the Service Desk team, and generates performance metrics and trend analysis reporting

Serves as the escalation authority and quality standards enforcer to sustain the high volume of support (approx. 4,000 tickets/month) across 3,500 users, including 24/7 operational support requirements.Cross-Functional Asset & Configuration Management (PWS 1.16.10, 1.16.5):** Cross-trained in Asset Management and Configuration Management to ensure equipment deployments tracked through the Service Desk inherently align with ASTS/DPAS records and CM baselines. Verifies asset availability against the property book and confirms replacement devices match the approved CM baseline prior to deployment, reducing provisioning lead times and ensuring end-to-end accountability.

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