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 Specialist
Plano, TX · On-site
$28/hr
Job Summary The Escalation Specialist plays a critical role in ensuring B2B customer satisfaction by efficiently handling complex, critical, and time-sensitive customer requests. The role works ...
Quick apply
Escalation Specialist
Plano, TX · On-site
$28/hr
Job Summary The Escalation Specialist plays a critical role in ensuring B2B customer satisfaction by efficiently handling complex, critical, and time-sensitive customer requests. The role works ...
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 ...
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 ...
Quick apply
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 ...
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
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 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 ...
Quick apply
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 ...
Escalation Specialist
Plano, TX · On-site
Description Job Title Escalation Specialist Position Description The Escalation Specialist plays a crucial role in ensuring the satisfaction of B2B channel customers by efficiently handling the most ...
Escalation Specialist
Plano, TX · On-site
Description Job Title Escalation Specialist Position Description The Escalation Specialist plays a crucial role in ensuring the satisfaction of B2B channel customers by efficiently handling the most ...
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 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
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 ...
Supervisor, Escalation
Austin, TX · On-site +1
Description Harbor Health Supervisor, Escalation Texas Markets | Contact Center Operations | Full-Time POSITION OVERVIEW Harbor Health is seeking a Supervisor of Escalation to lead our complaint ...
Supervisor, Escalation
Austin, TX · On-site +1
Description Harbor Health Supervisor, Escalation Texas Markets | Contact Center Operations | Full-Time POSITION OVERVIEW Harbor Health is seeking a Supervisor of Escalation to lead our complaint ...
Escalation Analyst
Brentwood, TN · On-site
Escalation Analyst Location: Brentwood, TN Employment Type: Contract Compensation: Based on experience About the Role FocusPoint is seeking Escalation Support Analysts for a client located in ...
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Escalation Analyst
Brentwood, TN · On-site
Escalation Analyst Location: Brentwood, TN Employment Type: Contract Compensation: Based on experience About the Role FocusPoint is seeking Escalation Support Analysts for a client located in ...
Escalation Specialist
San Francisco, CA · Hybrid
$25/hr
Escalations Specialist Location: San Antonio, TX (Hybrid) Schedule: Monday-Friday, 8:00 AM - 5:00 PM (after training) Employment Type: Contract-to-Hire Position Overview A leading financial services ...
Escalation Specialist
San Francisco, CA · Hybrid
$25/hr
Escalations Specialist Location: San Antonio, TX (Hybrid) Schedule: Monday-Friday, 8:00 AM - 5:00 PM (after training) Employment Type: Contract-to-Hire Position Overview A leading financial services ...
Escalation Engineer
New Orleans, LA · On-site
The Escalation Engineer plays an important role in making this happen through technical skills, teamwork, and emphasis on putting the customers' needs first. The Escalation Engineer handles day to ...
Quick apply
Escalation Engineer
New Orleans, LA · On-site
The Escalation Engineer plays an important role in making this happen through technical skills, teamwork, and emphasis on putting the customers' needs first. The Escalation Engineer handles day to ...
Escalation Engineer
San Jose, CA · On-site
$150K - $200K/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
$150K - $200K/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
Austin, TX · On-site
Owned every Tier-1 enterprise escalation that reached you, each closed with a reproducible, engineering-ready root-cause analysis. * Read into code and mobile SDK internals to isolate defects ...
Escalation Engineer
Austin, TX · On-site
Owned every Tier-1 enterprise escalation that reached you, each closed with a reproducible, engineering-ready root-cause analysis. * Read into code and mobile SDK internals to isolate defects ...
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 ...
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 Sep 15, 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 is an escalation?
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.
What skills and qualifications are needed for an escalation?
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 are common challenges in an escalation role and how are they 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 skills do you need to be an escalation?
An escalation role requires strong communication skills, problem-solving abilities, and the capacity to handle complex or high-priority issues. Knowledge of relevant tools, technical understanding of the product or service, and the ability to work under pressure are also important for effective escalation management.
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:
What other helpful pages are available for Escalation?
Other pages related to Escalation:
Escalation Manager
Boston, MA • On-site
Freshworks
Full-time
Re-posted 19 days ago
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.