ZipRecruiter

Log In

1

Customer Escalation Manager Jobs (NOW HIRING)

RemX

Be Seen First

Escalations Manager

Alpharetta, GA · On-site

$80K/yr

Escalation Manager - Fraud (Customer Care Centers) Location: Alpharetta, GA Pay: Salary is negotiable starting around $80K, based on experience. Schedule: Monday-Friday, 8am-5pm EST + rotating ...

Vapi

Incident and Escalation Manager

San Francisco, CA · On-site

$180K - $220K/yr

The customers: Amazon Ring, ServiceTitan, New York Life, Intuit, Kavak, and thousands more, from YC ... Total raised: $72M Incident and Escalation Manager Why this role exists Vapi runs voice AI ...

MetTel

Warehouse Quality Manager

New York, NY

The Quality & Continuous Improvement Manager is a builder role. In the near term, the primary focus ... Customer escalation volume and resolution time * SOP coverage % (documented and current) * KPI ...

MetTel

Warehouse Quality Manager

New York, NY

The Quality & Continuous Improvement Manager is a builder role. In the near term, the primary focus ... Customer escalation volume and resolution time * SOP coverage % (documented and current) * KPI ...

MetTel

Warehouse Quality Manager

New York, NY · On-site

The Quality & Continuous Improvement Manager is a builder role. In the near term, the primary focus ... Customer escalation volume and resolution time * SOP coverage % (documented and current) * KPI ...

previous pagenext page

Showing results 21-40

All JobsCustomer Escalation JobsCustomer Escalation Manager Jobs

Customer Escalation Manager information

See salary details

$24.5K

$58K

$101K

How much do customer escalation manager jobs pay per year?

As of Aug 1, 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?

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.
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:
Customer Escalation Manager jobs near you
Infographic showing various Customer Escalation Manager job openings in the United States as of July 2026, with employment types broken down into 78% Full Time, 19% Part Time, and 3% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $57,998 per year, or $27.9 per hour.

Escalations Manager

RemX

Alpharetta, GA • On-site

$80K/yr

Full-time

Posted 14 days ago

Be Seen First

After you apply to this job, you can share why you’re interested to jump to the top of the candidate list.

Job description

Escalation Manager – Fraud (Customer Care Centers)

Location: Alpharetta, GA

Pay: Salary is negotiable starting around $80K, based on experience.

Schedule: Monday–Friday, 8am–5pm EST + rotating Saturdays (2–3/month)


We are looking for Escalation Manager to lead a team handling fraud-related customer escalations.

This role is ideal for someone with a strong background in fraud investigations, risk mitigation, and call center leadership, not general escalations.


Key Responsibilities:

  • Manage a team of 10–12 agents handling inbound fraud-related customer calls
  • Provide real-time guidance on escalations and deliver effective solutions
  • Coach and train staff to identify red flags and suspicious activity
  • Oversee follow-ups during fraud investigations and enhance customer experience
  • Help build an outbound function to proactively alert customers of potential fraud
  • Analyze trends, reporting, and recommend process improvements

What We’re Looking For:

  • Proven experience in fraud operations or fraud escalations (banking/financial preferred)
  • Prior call center leadership experience
  • Strong problem-solving, coaching, and analytical skills
  • Ability to balance risk mitigation with customer care

Company Description

The professional staffing division of EmployBridge, America's Leading Workforce Specialist:

When our Talent is looking for their next opportunity, we know they are not just looking for their next paycheck. Our Recruiters are experts in their specialized fields and understand that making the right match between the candidate and the company, is the key to long term success.

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

RemX logo

About RemX

Sourced by ZipRecruiter

RemX is a proven leader in the Contract to Hire job industry. We help place the right people in the right jobs. Let us help you today!

Industry

Recruiting and staffing services

Company size

501 - 1,000 Employees

Headquarters location

Atlanta, GA, US

Social media

FacebookTwitter

View All RemX Jobs