Escalation Manager
Boston, MA · On-site
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
Escalation Manager
Boston, MA · On-site
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
Escalation Manager
San Mateo, CA · On-site
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
Escalation Manager
San Mateo, CA · On-site
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
Escalation Manager
San Mateo, CA · On-site
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
Escalation Manager
San Mateo, CA · On-site
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
Escalation Manager
Tempe, AZ · On-site
Serve as the primary operations leader and escalation point for high-priority safety and operational issues. Make real-time, safety-driven judgment calls regarding fleet and rider issues to protect ...
Escalation Manager
Tempe, AZ · On-site
Serve as the primary operations leader and escalation point for high-priority safety and operational issues. Make real-time, safety-driven judgment calls regarding fleet and rider issues to protect ...
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 ...
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
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 ...
The Escalation Technician role with Homefield IT is one of the lead technical members of the team, responsible for taking on high level escalations and tickets. The Service Team here is responsible ...
The Escalation Technician role with Homefield IT is one of the lead technical members of the team, responsible for taking on high level escalations and tickets. The Service Team here is responsible ...
Escalation Engineer
Chattanooga, TN · On-site
Summary/Objectives The Escalation Engineer serves as a tier-3 resource for escalated service issues, as well as the main driver for monitoring and other automated alerting systems. They should ...
Escalation Engineer
Chattanooga, TN · On-site
Summary/Objectives The Escalation Engineer serves as a tier-3 resource for escalated service issues, as well as the main driver for monitoring and other automated alerting systems. They should ...
Serve as the primary operations leader and escalation point for high-priority safety and operational issues. Make real-time, safety-driven judgment calls regarding fleet and rider issues to protect ...
Serve as the primary operations leader and escalation point for high-priority safety and operational issues. Make real-time, safety-driven judgment calls regarding fleet and rider issues to protect ...
Escalation Specialist
Annapolis, MD · On-site
$70K/yr
Escalation Specialist Full time - In Office - Annapolis, MD About us: ICSI is a leading Managed Service Provider (MSP) dedicated to delivering top-notch IT solutions to our clients. We pride ...
Quick apply
Escalation Specialist
Annapolis, MD · On-site
$70K/yr
Escalation Specialist Full time - In Office - Annapolis, MD About us: ICSI is a leading Managed Service Provider (MSP) dedicated to delivering top-notch IT solutions to our clients. We pride ...
Escalation Engineer
$100K - $150K/yr
We're looking for an Escalation Engineer to work on technical issues experienced by our highest-value customers. This is a full-time position with great benefits in a company that rewards innovation ...
Escalation Engineer
$100K - $150K/yr
We're looking for an Escalation Engineer to work on technical issues experienced by our highest-value customers. This is a full-time position with great benefits in a company that rewards innovation ...
Escalation Engineer
San Jose, CA · On-site
$100K - $150K/yr
We're looking for an Escalation Engineer to work on technical issues experienced by our highest-value customers. This is a full-time position with great benefits in a company that rewards innovation ...
Escalation Engineer
San Jose, CA · On-site
$100K - $150K/yr
We're looking for an Escalation Engineer to work on technical issues experienced by our highest-value customers. This is a full-time position with great benefits in a company that rewards innovation ...
Escalation Specialist
Opa Locka, FL · On-site +1
As an Escalation Specialist, you will play a crucial role in addressing customer concerns and ensuring timely resolution of issues. Your efforts will directly impact customer satisfaction and ...
Quick apply
Escalation Specialist
Opa Locka, FL · On-site +1
As an Escalation Specialist, you will play a crucial role in addressing customer concerns and ensuring timely resolution of issues. Your efforts will directly impact customer satisfaction and ...
Escalation Technician
Manhattan, NY · On-site +1
The Escalation Technician role with Homefield IT is one of the lead technical members of the team, responsible for taking on high level escalations and tickets. The Service Team here is responsible ...
Escalation Technician
Manhattan, NY · On-site +1
The Escalation Technician role with Homefield IT is one of the lead technical members of the team, responsible for taking on high level escalations and tickets. The Service Team here is responsible ...
Escalation Specialist
Evansville, IN · On-site
The Escalation Specialist position is responsible for providing exceptional service and support to OneMain customers. In the Role • Provides exceptional customer service daily. • Establish ...
Escalation Specialist
Evansville, IN · On-site
The Escalation Specialist position is responsible for providing exceptional service and support to OneMain customers. In the Role • Provides exceptional customer service daily. • Establish ...
Escalation Speciality
Roanoke, VA · On-site
$20 - $23/hr
Escalations Representative 2 Client: Banking industry Job duration: 12 Months (Possibilities of extension OR conversion to FTE) Location: Roanoke, VA (Hybrid- 1 Week Onsite/1 Week Remote after ...
Escalation Speciality
Roanoke, VA · On-site
$20 - $23/hr
Escalations Representative 2 Client: Banking industry Job duration: 12 Months (Possibilities of extension OR conversion to FTE) Location: Roanoke, VA (Hybrid- 1 Week Onsite/1 Week Remote after ...
About the Role SafeRide Health is seeking a Client Escalation Manager to lead the resolution of complex, high-priority client issues while developing a high-performing team of Client Escalation ...
About the Role SafeRide Health is seeking a Client Escalation Manager to lead the resolution of complex, high-priority client issues while developing a high-performing team of Client Escalation ...
Investigating escalations at Aiwyn requires operating within a highly integrated technical ecosystem. This work includes executing database queries, analyzing user session replays, reviewing ...
Investigating escalations at Aiwyn requires operating within a highly integrated technical ecosystem. This work includes executing database queries, analyzing user session replays, reviewing ...
The SWAT / Escalation Engineer serves as the final escalation point for complex technical issues from the Remote Operations Center, owning problems end-to-end and driving knowledge transfer to reduce ...
The SWAT / Escalation Engineer serves as the final escalation point for complex technical issues from the Remote Operations Center, owning problems end-to-end and driving knowledge transfer to reduce ...
Escalation information
See salary details
$15.14 - $20
3% of jobs
$20 - $24.85
7% of jobs
$24.85 - $29.70
12% of jobs
$30.46 is the 25th percentile. Wages below this are outliers.
$29.70 - $34.55
17% of jobs
The median wage is $37.10 / hr.
$34.55 - $39.40
20% of jobs
$39.40 - $44.25
7% of jobs
$44.25 - $49.10
5% of jobs
$50.45 is the 75th percentile. Wages above this are outliers.
$49.10 - $53.96
10% of jobs
$53.96 - $58.81
9% of jobs
$58.81 - $63.66
6% of jobs
$63.66 - $68.51
3% of jobs
$15
$41
$68
How much do escalation jobs pay per hour?
As of Aug 2, 2026, the average hourly pay for escalation in the United States is $41.31, according to ZipRecruiter salary data. Most workers in this role earn between $30.53 and $52.88 per hour, depending on experience, location, and employer.
What does an escalation specialist do?
An escalation specialist handles complex customer issues that cannot be resolved at the initial support level. They analyze problems, coordinate with other teams, and implement solutions to ensure customer satisfaction, often using tools like CRM systems and following company protocols.
What jobs pay 4000 a week without a degree?
In escalation roles, high-paying positions such as senior support managers or technical escalation specialists can pay around $4,000 weekly, especially in industries like IT or telecommunications. These roles often require extensive experience, strong problem-solving skills, and certifications rather than formal degrees, and may involve working in fast-paced environments with technical tools and customer interaction.
How can I make 2000 a week working from home?
Escalation roles often involve handling complex customer issues and require strong communication and problem-solving skills. To earn $2000 weekly, professionals typically need to work full-time hours, have relevant experience, and may benefit from specialized certifications or training in customer service or technical support. Income varies based on the company, industry, and level of expertise.
What are some common challenges faced in an Escalation role, and how are they typically addressed?
Professionals in Escalation roles often deal with complex, high-priority issues that standard support teams are unable to resolve, which can create a fast-paced and high-pressure environment. They regularly engage with upset or frustrated customers, requiring patience and effective communication to de-escalate situations while finding solutions. Collaboration with technical teams and stakeholders is key to resolving underlying problems efficiently. Ongoing training, strong internal resources, and established escalation protocols help Escalation specialists successfully navigate these challenges and maintain excellent customer satisfaction.
What is the 3 month rule for jobs?
In escalation roles, the 3 month rule often refers to a company's policy that employees should be given at least three months to resolve issues or demonstrate performance before considering escalation or further action. It can also relate to probation periods or performance review cycles, which typically last around three months to assess progress and suitability for the role.
What are the key skills and qualifications needed to thrive in the Escalation position, and why are they important?
To excel in an Escalation role, a solid background in customer support, problem-solving, and strong analytical abilities is crucial, often backed by experience in technical troubleshooting or service management. Familiarity with CRM software, ticketing systems like Zendesk or Salesforce, and ITIL certifications can be highly beneficial. Outstanding communication skills, resilience under pressure, and conflict resolution abilities help individuals thrive in this position. These competencies are vital as Escalation professionals handle complex or unresolved customer issues, ensuring swift resolution and high customer satisfaction.
What is an Escalation job?
An Escalation job involves handling complex customer issues that frontline support teams cannot resolve. Escalation specialists or managers analyze problems, provide solutions, and coordinate with different teams to ensure a satisfactory resolution. They often work under high-pressure situations, requiring strong problem-solving and communication skills. The role ensures customer concerns are addressed efficiently while improving internal processes to prevent recurring issues.
More about Escalation jobs
What cities are hiring for Escalation jobs? Cities with the most Escalation job openings:
What are the most commonly searched types of Escalation jobs? The most popular types of Escalation jobs are:
What states have the most Escalation jobs? States with the most job openings for Escalation jobs include:
What job categories do people searching Escalation jobs look for? The top searched job categories for Escalation jobs are:
Job description
Company Description
Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
There's another option. Freshworks. With a fresh vision for how the world works.
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
Fresh vision. Real impact. Come build it with us.
Job Description
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution, communication, and recovery.
You will lead cross-functional "situation rooms," advocate for the customer internally, restore trust externally, and drive systemic improvements to prevent recurrence. This is a highly visible, high-impact individual contributor role that directly influences customer retention, revenue at risk, executive confidence, and product improvement.
Escalations are defining customer moments. How we respond during critical situations directly impacts retention, expansion, revenue protection, and brand trust. This role ensures Freshworks responds with speed, clarity, accountability, and empathy - every time.
Key Responsibilities: What You Will Do
Own & Orchestrate Critical Escalations
Lead Situation Rooms & Executive Engagement
Advocate for the Customer
Drive Root Cause & Prevention
Measure & Improve Performance
Qualifications
Experience
Skills & Competencies
Additional Information
We're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions.
If this sounds like a journey you want to be part of, we'd love to meet you. Let's building something refreshing together.
The annual base salary range for this position is $85,000 - $105,000 Base Salary. This role is also eligible for bonus compensation.
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.
At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.
Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
There's another option. Freshworks. With a fresh vision for how the world works.
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
Fresh vision. Real impact. Come build it with us.
Job Description
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution, communication, and recovery.
You will lead cross-functional "situation rooms," advocate for the customer internally, restore trust externally, and drive systemic improvements to prevent recurrence. This is a highly visible, high-impact individual contributor role that directly influences customer retention, revenue at risk, executive confidence, and product improvement.
Escalations are defining customer moments. How we respond during critical situations directly impacts retention, expansion, revenue protection, and brand trust. This role ensures Freshworks responds with speed, clarity, accountability, and empathy - every time.
Key Responsibilities: What You Will Do
Own & Orchestrate Critical Escalations
- Serve as the primary point of contact for high-severity and executive-level escalations.
- Assess business impact, risk exposure, and stakeholder landscape.
- Triage, prioritize, and align cross-functional teams across Support, Product, Engineering, Success, and Services.
- Establish clear ownership, action plans, timelines, and success criteria.
- Maintain momentum until full customer stabilization.
Lead Situation Rooms & Executive Engagement
- Facilitate internal and customer-facing escalation calls.
- Drive structured escalation management and cross-functional accountability.
- Deliver concise, executive-ready summaries outlining business impact, technical findings, mitigation strategy, and next steps.
- Communicate confidently with C-level stakeholders during high-pressure scenarios, especially where significant revenue exposure exists.
Advocate for the Customer
- Ensure the customer's voice is clearly represented in internal discussions.
- Demonstrate empathy while setting realistic and transparent expectations.
- Rebuild trust through consistent communication and follow-through.
- Manage conflict and align diverse perspectives toward resolution.
Drive Root Cause & Prevention
- Conduct post-mortems for major escalations.
- Partner with Product and Engineering to address systemic issues.
- Track corrective actions to completion.
- Identify recurring trends and recommend structural improvements.
- Build and refine escalation playbooks and best practices.
Measure & Improve Performance
- Track and report on key metrics including escalation volume/trends, revenue protected/at risk, customer satisfaction post-escalation, etc.
- Contribute to dashboards and executive reporting.
- Continuously improve workflows, documentation, and cross-functional collaboration.
Qualifications
Experience
- 6+ years in enterprise Support, Customer Success, Technical Program Management, or Incident Management within a SaaS environment.
- 3+ years managing high-severity or executive-level escalations.
- Proven experience working with enterprise or high-revenue accounts.
- Experience partnering closely with Product and Engineering teams to resolve complex issues.
Skills & Competencies
- Clear, concise, and confident communicator - comfortable interacting with senior executives internally and externally.
- Able to translate complex technical concepts into business-impact language.
- Demonstrated ability to influence across Product, Engineering, Support, & Success
- Data-driven mindset with experience identifying trends and systemic risks.
- Skilled in root cause analysis and post-incident review frameworks.
- Ability to move from reactive firefighting to preventative strategy.
- Comfortable managing multiple high-priority escalations simultaneously.
Additional Information
We're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions.
If this sounds like a journey you want to be part of, we'd love to meet you. Let's building something refreshing together.
The annual base salary range for this position is $85,000 - $105,000 Base Salary. This role is also eligible for bonus compensation.
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.
At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.