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Customer Escalation Manager Jobs (NOW HIRING)

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 · 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 ...

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 ...

NICE

Principal AI-Driven Enterprise Support Engineer

OR · On-site +1

Proven success managing large, complex enterprise customer relationships * Deep expertise troubleshooting sophisticated technical environments * Experience leading high-severity customer escalations

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How much do customer escalation manager jobs pay per year?

As of Aug 21, 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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Customer Escalation Manager jobs near you
Infographic showing various Customer Escalation Manager job openings in the United States as of August 2026, with employment types broken down into 80% Full Time, 18% Part Time, and 2% Contract. Highlights an 87% Physical, 1% Hybrid, and 12% Remote job distribution, with an average salary of $57,998 per year, or $27.9 per hour.

Customer Escalation Specialist - Networking

Hewlett Packard Enterprise Development LP

Spring, TX • On-site

$15.25 - $20/hr

Full-time

Posted 10 days ago

Job description

Customer Escalation Specialist - Networking
This role has been designated as 'Remote/Teleworker', which means you will primarily work from home.
Who We Are:
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
Job Description:
Provide professional solutions to the company end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for the company field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with the company and/or its representatives, and complaints regarding an authorized dealer or channel.
This role follows a 24x7 shift-based coverage model consisting of 1st, 2nd, and 3rd shifts. Standard shift windows are approximately:
  • 1st Shift: 6:30 AM - 3:00 PM
  • 2nd Shift: 2:30 PM - 11:00 PM
  • 3rd Shift: 10:30 PM - 7:00 AM

Schedules are intentionally staggered within a 30-60 minute range to provide overlap and continuous coverage. Exact hours may vary based on business needs, and the role requires flexibility, including participation in weekend rotations.
Duties and Responsibilities
  • Entry level Customer Service Specialist supporting our Federal Government Customers (24x7x365).
  • Ensure timely resolution of request in a fast pace environment while maintain the highest level of standards and quality.
  • Will work in Juniper's Apex GovCloud Service Console & CRM, basic case management and will use associated systems to provide non-technical post-sales support within established Juniper policies and procedures.
  • Customers may be either external or internal.
  • Will work closely with Global Customer Care teams.
  • Issues may include but are not restricted to opening technical support cases, account access issues, data integrity issues, software or license issues, contract and warranty inquiries, miss shipments, logistics-RMA processing.
  • RMA related work - will ensure timely dispatch of Juniper products parts through established service delivery logistics channels to parts depots, or directly to customers globally.
  • Ensuring Proof of Delivery and addressing general customer service questions. Escalates difficult or technical issues to JTAC, Supervisor or Customer Service Manager.
  • Interfaces with other Juniper groups as required and as experience permits.
  • Ensures complete and comprehensive issue documentation using appropriate Juniper tracking systems.
  • Simple/Basic Projects.
  • May participate in User Acceptance testing (UAT), Level one - verification of existing functionality.
  • Meets required objectives in terms of case handling, supporting performance of service against SLA and customer satisfaction targets.

Education and Experience Required:
  • Bachelor's degree or equivalent experience and/or 1-2 years related experience in customer service in telecoms or networking company environment
  • Process Certifications preferred

Knowledge and Skills:
  • Basic knowledge in the field of Customer Relations. Demonstrated verbal communication and customer service skills.
  • Knowledge of microcomputer hardware, basic- level knowledge of operating systems software.
  • Demonstrated writing/correspondence skills.
  • Networking/Infrastructure knowledge

What We Can Offer You:
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have - whether you want to become a knowledge expert in your field or apply your skills to another division.
Unconditional Inclusion
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
Let's Stay Connected:
Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.
Job:
Services
Job Level:
Entry
"The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.
- United States of America: Hourly Salary USD 18.61 - 39.42 in North Carolina & Texas
The listed salary range reflects base salary. Variable incentives may also be offered."
Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.
Recruitment Fraud Alert
We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.
All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual's own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.

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