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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 ...

Waymo

Escalation Manager

Tempe, AZ

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 ...

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 ...

Cetera

Advisor Experience Specialist

Dallas, TX · Hybrid

Responsible for quarterbacking advisor escalations across enterprise functions and key contacts, routing and following issues to ensure and deliver resolution and adherence to issues within service ...

Cetera

Advisor Experience Specialist

Dallas, TX · Hybrid

Responsible for quarterbacking advisor escalations across enterprise functions and key contacts, routing and following issues to ensure and deliver resolution and adherence to issues within service ...

Premier Health

PHYSICIAN ADVISOR

Dayton, OH · On-site

The Physician Advisor - CDI, Coding & Quality serves as a key clinical leader supporting Premier ... Review and resolve escalations involving Query disagreement, Clinical Validation, or incomplete ...

Premier Health

PHYSICIAN ADVISOR

Dayton, OH · On-site

The Physician Advisor - CDI, Coding & Quality serves as a key clinical leader supporting Premier ... escalated by the CDI and Coding teams. • Review and resolve escalations involving Query ...

Premier Health

PHYSICIAN ADVISOR

Dayton, OH · On-site

The Physician Advisor - CDI, Coding & Quality serves as a key clinical leader supporting Premier ... escalated by the CDI and Coding teams. • Review and resolve escalations involving Query ...

Premier Health

PHYSICIAN ADVISOR

Dayton, OH

The Physician Advisor - CDI, Coding & Quality serves as a key clinical leader supporting Premier ... Review and resolve escalations involving Query disagreement, Clinical Validation, or incomplete ...

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All JobsEscalation Advisor Jobs

Escalation Advisor information

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How much do escalation advisor jobs pay per hour?

As of Jul 28, 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 are the key skills and qualifications needed to thrive as an Escalation Advisor, and why are they important?

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 typically 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.

What are Escalation Advisors?

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.
More about Escalation Advisor jobs
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 July 2026, with employment types broken down into 90% Full Time, 8% Part Time, and 2% Contract. Highlights an 87% Physical, 5% Hybrid, and 8% Remote job distribution, with an average salary of $53,941 per year, or $25.9 per hour.
Escalation Manager

Escalation Manager

Waymo

Tempe, AZ • On-site

Full-time

Posted 6 days ago

Job description

Waymo is an autonomous driving technology company with the mission to be the world's most trusted driver. Since its start as the Google Self-Driving Car Project in 2009, Waymo has focused on building the Waymo Driver-The World's Most Experienced Driver™-to improve access to mobility while saving thousands of lives now lost to traffic crashes. The Waymo Driver powers Waymo's fully autonomous ride-hail service and can also be applied to a range of vehicle platforms and product use cases. The Waymo Driver has provided over ten million rider-only trips, enabled by its experience autonomously driving over 100 million miles on public roads and tens of billions in simulation across 15+ U.S. states.
Waymo Operations exists to deliver the Waymo Driver to the world. We are a global team building and scaling the world's first and leading autonomous fleet and operations platform. From component sourcing to end customer management, we enable and create value for Waymo through scaled and orchestrated deployment of the Waymo Driver. At Waymo, we are dedicated to building a culture that promotes inclusivity and celebration. We value diverse backgrounds, perspectives, and experiences; recognize that inclusive actions lead to equitable outcomes; and support and encourage all team members to share their ideas to help Waymo better serve the communities in which we operate.
In this hybrid role, you will report to the Head of Event Response and will be based in Phoenix, AZ.
You will:
  • 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 the community and general public. Resolve complex situations under pressure by balancing risk, safety, and operational continuity.
  • Partner with local leadership, Engineering, and Safety to direct immediate response actions and ensure business continuity. Act as the "single source of truth," providing authoritative updates and clear communication to executive stakeholders. Lead Operations teams in the swift execution of escalation pathways and response plans.
  • Collaborate in structured post-incident reviews, capturing root causes, corrective actions, and lessons learned. Translate findings into updated policies, workflows, and playbooks that strengthen future responses. Proactively identify recurring trends and propose improvements to operational systems and processes. Lead daily shift and weekly reporting for notable and significant events, ensuring appropriate follow-up. Provide feedback to product/quality teams and consult on technical decisions by analyzing trade-offs, understanding alternative risks, and benefits.
  • Standardize escalation frameworks and decision playbooks to ensure consistency across all markets and partners. Maintain in-house technical knowledge retention and ensure strict compliance with safety and regulatory standards. Coordinate product releases with vendor teams, managing change management and performance tracking for new capabilities.
  • Model composure and decisive leadership while managing high-pressure, critical incidents.Champion a culture of safety and accountability across internal teams and vendor partners. 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 operations, aviation, emergency response, or critical infrastructure.
  • Mastery in real-time critical thinking and de-escalation, with the emotional intelligence to prioritize safety and operational continuity during complex incidents.
  • Exceptional verbal and written skills, with the ability to provide authoritative direction to cross-functional teams and deliver concise briefings to executive leadership.
  • Experience with workflow management tools, escalation systems, and knowledge management practices. Proficiency in operating communication and a variety of SW tools and emergency response protocols and interpreting large sets of data to extract trends and analysis.
  • Bachelor's degree, or in lieu of a degree, an additional 4+ years of work experience with program management in operations, strategy, and planning
  • Candidates should be willing and able to work rotating shifts, including nights, weekends, and holidays, to ensure 24/7 coverage to support the operations.

We prefer:
  • Experience in Leading Command Center/Dispatching: Previous experience as a leader in emergency role is preferred, as it provides a foundation for handling emergency calls and coordinating with emergency responders effectively.
  • Certification in Emergency Telecommunications (Preferred): While not always required, certification in emergency telecommunications or a related field demonstrates proficiency in dispatch procedure
  • Previous experience in law enforcement or operations / emergency services with specialized training in de-escalation and managing high-distress scenarios.
  • Prior exposure to the autonomous vehicle or rideshare industry

Travel requirements:
  • Up to 5% for team events and site visits

The expected base salary range for this full-time position across US locations is listed below. Actual starting pay will be based on job-related factors, including exact work location, experience, relevant training and education, and skill level. Your recruiter can share more about the specific salary range for the role location or, if the role can be performed remote, the specific salary range for your preferred location, during the hiring process.
Waymo employees are also eligible to participate in Waymo's discretionary annual bonus program, equity incentive plan, and generous Company benefits program, subject to eligibility requirements.
Salary Range
$159,000-$196,000 USD

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