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Escalation Advisor Jobs (NOW HIRING)

Waymo

Escalation Manager

Tempe, AZ · On-site

Serve as a trusted advisor to leadership and a mentor to frontline teams during and after escalations. You have: * Proven experience in high-pressure operational environments such as network ...

Waymo

Escalation Manager

Tempe, AZ · On-site

Serve as a trusted advisor to leadership and a mentor to frontline teams during and after escalations. You have: * Proven experience in high-pressure operational environments such as network ...

Gong.io

By taking the reins during critical events, you will naturally advise and empower Support and GTM ... of enterprise escalations at Gong. PERKS & BENEFITS * We offer Gongsters a variety of medical ...

Next Step Systems

IT Escalation Engineer

Boston, MA · On-site

IT Escalation Engineer, Boston, MA We are seeking IT Escalation Engineer to join a fast growing ... advising on appropriate actions, and resolving issues. - Handle service tickets for technical ...

Neura Market

Escalation Manager

Tempe, AZ · On-site

$159 - $196/hr

Serve as a trusted advisor to leadership and a mentor to frontline teams during and after escalations. You have: * Proven experience in high-pressure operational environments such as network ...

Twilio

Staff, Escalation Manager

Help advise on sensitive SDM Escalations, identify trends and blockers. * Post-Mortem Review: Review technical post-mortems and incident reports to translate complex root causes into clear, executive ...

Twilio

Staff, Escalation Manager

Help advise on sensitive SDM Escalations, identify trends and blockers. * Post-Mortem Review: Review technical post-mortems and incident reports to translate complex root causes into clear, executive ...

Raymond James Financial, Inc.

NY · On-site

$90 - $150/hr

The Senior SBL Solutions Advisor serves as an escalation resource for complex or high-impact SBL scenarios, supports strategic sales initiatives, helps coach SBL Solutions Advisors and IBC partners ...

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Escalation Advisor information

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How much do escalation advisor jobs pay per hour?

As of Sep 6, 2026, the average hourly pay for escalation advisor in the United States is $25.93, according to ZipRecruiter salary data. Most workers in this role earn between $18.51 and $29.81 per hour, depending on experience, location, and employer.

What is an escalation advisor?

Escalation Advisors are professionals who handle complex or unresolved customer issues that have been elevated beyond standard support channels. They act as the main point of contact for sensitive cases, working to resolve problems efficiently and with a high level of customer care. Escalation Advisors coordinate with various internal teams, analyze the root causes of issues, and ensure that solutions are provided in a timely manner. Their goal is to restore customer satisfaction and prevent similar problems in the future.

What skills and qualifications are needed to be an escalation advisor?

To thrive as an Escalation Advisor, you need strong problem-solving abilities, in-depth product or service knowledge, and experience in customer service or technical support roles. Familiarity with CRM systems, ticketing platforms like Zendesk or Salesforce, and sometimes ITIL certifications are commonly required. Exceptional communication, emotional intelligence, and conflict resolution skills help you manage tense situations and reassure customers. These skills ensure prompt, professional handling of complex issues, protecting customer satisfaction and maintaining the company's reputation.

How does an escalation advisor collaborate with other departments to resolve complex customer issues?

As an Escalation Advisor, you will regularly work cross-functionally with teams such as Customer Support, Technical Support, Product, and Operations. Your role involves gathering detailed information from front-line agents, coordinating with subject matter experts, and facilitating communication between departments to ensure timely and effective resolution of high-priority cases. Strong collaboration and communication skills are essential, as you'll often act as a liaison, keeping both customers and internal stakeholders updated throughout the escalation process.

What is the difference between Escalation Advisor vs Customer Support Specialist?

AspectEscalation AdvisorCustomer Support Specialist
Required credentialsTechnical knowledge, certifications in support or ITCustomer service skills, basic technical knowledge
Work environmentHigh-pressure, problem-solving focused, often in technical or IT sectorsCustomer interaction, troubleshooting, general support roles
Employer and industry usageTech companies, IT service providers, SaaS firmsRetail, telecom, tech, and service industries

Escalation Advisors focus on resolving complex technical issues and escalate cases when necessary, requiring specialized knowledge. Customer Support Specialists handle general customer inquiries and basic troubleshooting. While both roles involve customer interaction, Escalation Advisors typically work in more technical environments and handle more complex problems.

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What job categories do people searching Escalation Advisor jobs look for?

The top searched job categories for Escalation Advisor jobs are:

Escalation Advisor jobs near you
Infographic showing various Escalation Advisor job openings in the United States as of August 2026, with employment types broken down into 92% Full Time, 6% Part Time, and 2% Contract. Highlights an 73% Physical, 3% Hybrid, and 24% Remote job distribution, with an average salary of $53,941 per year, or $25.9 per hour.

Advisor Compensation Service Team Lead

Advisor Group

Oakdale, MN • On-site

$55K - $65K/yr

Full-time

Medical, Dental, Vision, Retirement

Posted 27 days ago

Key responsibilities

  • Support advisors and team members with commissions processing, customer service, and problem resolution.

  • Act as a real-time information and training resource for the Compensation Phone Service team, including coaching and leading training sessions.

  • Serve as the first point of escalation for advisor inquiries and service issues, and complete quality assurance reviews to ensure standards are met.

Job description

Current Employees and Contractors Apply Here
Osaic Careers
Customer Service Opportunity in Financial Services
Advisor Compensation Service Team Lead
Location(s):
Oakdale: 7755 3rd St. N, Oakdale, MN 55128
Osaic has returned to the office on a hybrid schedule requiring a minimum of 4 days weekly in the office. Applicants should be located at one of our hubs listed above and must be willing to work this schedule.
Role Type: Full-time, Non-Exempt
Salary: $55,000-$65,000 per year + annual performance-based bonus
Actual compensation offered will be determined individually, based on a number of job-related factors, including location, skills, licensure, experience, and education.
Our competitive compensation is just one component of Osaic's total compensation package. Additional benefits include health, vision, dental insurance, 401k, paid time away, volunteer days and much more. To view more details of what you can look forward to, visit our careers page: https://careers.osaic.com/benefits
Summary:
As a member of our Commissions Service team, you will support our advisors and your team members in all aspects of commissions, customer service, and processing. You will collaborate with direct team members and team members throughout the organization. Your contributions will ensure that our Financial Professionals get best-in-class service in every interaction with Osaic.
The Team Lead serves as a real-time subject matter expert and training resource for the Compensation Phone Service staff. This role provides coaching, escalation support, and backup phone coverage while maintaining high-quality service for advisors and internal partners.
Our team works Monday through Friday schedules, and these positions are eligible for overtime.
Education Requirements:
Minimum of high school diploma or equivalent is required.
Responsibilities:
  • Act as a real-time information and training resource for the Compensation Phone Service team.
  • Mentor and coach new and experienced team members; initiate and lead training sessions as needed.
  • Serve as the first point of escalation for advisor inquiries and service issues.
  • Complete quality assurance reviews to ensure accuracy, compliance, and service standards are met.
  • Support advisors and internal teams with commissions processing, customer service, and problem resolution.
  • Collaborate with team members and cross-functional partners to ensure consistent service delivery.
  • All other duties as assigned.

Basic Requirements:
  • Strong customer service focus with the ability to handle escalations professionally.
  • Proficiency at Microsoft Word, Excel, Internet Explorer, Outlook, Teams.
  • Excellent communication & organizational skills.
  • Ability to quickly learn, retain, and apply complex information.
  • Proven ability to multitask, prioritize, and work in a fast-paced environment.
  • Self-motivated and driven, with strong communication and collaboration skills.

Preferred Requirements:
  • Previous broker/dealer experience
  • 3-5 years of customer service experience
Current Employees and Contractors Apply Here
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About Advisor Group

Sourced by ZipRecruiter

Be a part of the team behind our success! At Advisor Group, we support financial professionals nationwide, the people who help everyday Americans achieve their dreams. We're a billion-dollar business with the mentality and drive of a startup. Join us in building something special.

Industry

Finance and insurance

Company size

1,001 - 5,000 Employees

Headquarters location

Phoenix, AZ, US

Year founded

1988

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