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Escalation Director Jobs (NOW HIRING)

Stripe

User Escalation Specialist

Chicago, IL · On-site

This team is accountable for all user escalation resolutions by either direct responsibility for resolution or by partnering with other support and non-support teams to facilitate a resolution. We ...

New

Next Step Systems

IT Escalation Engineer

Boston, MA · On-site

Qualifications: - 2+ years of experience as Tier III support professional acting as the escalation point; previous experience working at an MSP is a plus. - Direct experience as a good problem solver ...

Island

Escalation Engineer - Dallas

Coppell, TX · On-site +1

$76K - $102K/yr

What You'll Do As an Escalation Engineer, you'll join our growing global Escalation team that sits ... Self-directed investigation skills: Comfortable driving investigations autonomously, triangulating ...

Stripe

User Escalation Specialist

Chicago, IL

This team is accountable for all user escalation resolutions by either direct responsibility for resolution or by partnering with other support and non-support teams to facilitate a resolution. We ...

New

Twilio

Senior Manager, Escalation Management

High-Stakes Liaison and Direct Customer Advocacy: Your primary responsibility is to act as the ... Turn escalation volume into "Business Intelligence." Partner with Customer Experience teams with ...

New

ChartSpan

LPN Escalation

$21.50/hr

Provide direct patient outreach for escalated concerns, applying clinical judgment within LPN scope of practice. * Monitor RPM alerts and out-of-range readings and determine whether escalation or ...

Twilio

Senior Manager, Escalation Management

High-Stakes Liaison and Direct Customer Advocacy: Your primary responsibility is to act as the ... Turn escalation volume into "Business Intelligence." Partner with Customer Experience teams with ...

Advantest

Customer Engineering Escalation

Austin, TX · On-site

Direct ownership and escalation point for all production service-related matters, ensuring timely engagement of appropriate resources and clear communications with customer and account team ...

Advantest

Customer Engineering Escalation

Austin, TX · On-site

Direct ownership and escalation point for all production service-related matters, ensuring timely engagement of appropriate resources and clear communications with customer and account team ...

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Escalation Director information

What is an escalation director?

Escalation Directors are senior professionals responsible for managing and resolving the most critical and complex customer issues within a company. They typically oversee escalation processes, coordinate cross-functional teams, and ensure timely and effective resolution of problems that standard support channels cannot handle. Escalation Directors also analyze escalation trends to improve processes and prevent future issues. Their role is crucial in maintaining customer satisfaction and protecting the company's reputation.

How does an escalation director typically collaborate with other departments to resolve high-priority issues?

An Escalation Director works closely with cross-functional teams such as customer support, engineering, product management, and executive leadership to address complex or urgent problems that impact clients or business operations. They coordinate communication, facilitate meetings to align on action plans, and ensure that all stakeholders are kept informed on progress and solutions. This role often involves balancing technical resolution with customer satisfaction, requiring strong interpersonal and negotiation skills. Effective collaboration is essential for meeting service level agreements and maintaining positive client relationships.

What are the key skills and qualifications needed to thrive as an escalation director, and why are they important?

To thrive as an Escalation Director, you need deep expertise in incident management, problem resolution, and a strong background in customer support or technical operations, often supported by a relevant degree and leadership experience. Familiarity with CRM platforms, ticketing systems, and escalation tracking tools such as Salesforce Service Cloud or Jira is typically required. Outstanding negotiation, conflict resolution, and communication skills enable effective stakeholder management and team leadership. These competencies are crucial for ensuring rapid, high-quality resolution of critical issues that can impact customer satisfaction and business continuity.

What is the difference between Escalation Director vs Customer Support Manager?

AspectEscalation DirectorCustomer Support Manager
CredentialsExperience in leadership, conflict resolution, and industry-specific knowledgeCustomer service experience, management skills, and industry familiarity
Work EnvironmentStrategic oversight, high-level problem resolution, cross-department coordinationTeam management, daily customer interactions, process improvement
Employer & Industry UsageTech, telecommunications, enterprise servicesRetail, SaaS, service industries

The Escalation Director focuses on high-level issue resolution and strategic management of escalated cases, often working across departments. In contrast, the Customer Support Manager handles daily customer interactions, team supervision, and process improvements. Both roles require strong communication skills, but the Escalation Director operates at a higher strategic level within the organization.

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Escalation Director jobs near you
Infographic showing various Escalation Director job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 85% Full Time, 12% Part Time, 1% Temporary, and 1% Contract. Highlights an 91% Physical, 3% Hybrid, and 6% Remote job distribution.

User Escalation Specialist

Stripe

Chicago, IL • On-site

Full-time

Posted 3 days ago

New

Job description

Who we are
About Stripe
Stripe is a financial infrastructure platform for businesses. Millions of companies-from the world's largest enterprises to the most ambitious startups-use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.
About the team
The Escalations team offers a single point-of-entry for all user escalations raised by Stripes on behalf of a user. This team is accountable for all user escalation resolutions by either direct responsibility for resolution or by partnering with other support and non-support teams to facilitate a resolution. We aim to help users find speedy issue resolution and alleviate confusion and unnecessary effort from non-Support Stripes to do this. We will dig into specific user escalations to find top drivers for our most frequent and painful issues affecting our largest users as well as analyze the experience for the broader subset of users.
Ultimately, these cases often shine a light on points of failure within Stripe, and the User Escalations team has the opportunity to create transformative user experiences, while also helping edit Stripe to rectify the structural issues that resulted in the escalation in the first place.
This is a high visibility, high impact role, with the responsibility to work with users and cross functional stakeholders, all while helping build this team from the ground up.
What you'll do
In this role, you will play a vital part in addressing user escalations at Stripe, focusing on swift and effective resolution. You'll engage directly with users and the reporters of the escalations, while also collaborating with product and engineering teams to ensure user issues are resolved effectively. Additionally, you will leverage data and insights to identify trends, root causes and drive support improvements across the wider organization.
Responsibilities
  • Respond to incoming User Escalations from Stripes in a timely manner (within agreed service levels) as well as triage, scope, and support to resolution
  • Communicate directly with users to solve the most painful problems, via email and phone
  • Be accountable for timely and accurate resolution for all User Escalations within agreed service levels
  • Directly, or in partnership with other Stripe teams, drive fast resolution and demonstrate extreme ownership in solving users issues completely
  • Conduct thorough, data-driven root causes analyses of escalations, and work with partner teams to validate findings
  • Share findings and insights with leaders through forums and presentations
  • Collaborate with partner teams to identify remediations to address root causes of escalations and drive change from a users' first mentality
  • Challenge the status quo, identifying how and where Stripe needs to improve to better serve users
  • Help build the team and process from the ground up
  • Support training and socialization efforts for process adoption across Stripe
  • Build relationships with partner teams and drive accountability for completion of remediations
  • Understand and help influence the relevant product roadmaps that will address the most frequent user escalations
Who you are
We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
Minimum requirements
  • At least 5+ years of experience in a user support (customer facing) role
  • Prior experience in troubleshooting and working on short SLA cases / escalations.
  • Prior experience working on projects or process improvement initiatives
  • Sound judgment and impeccable attention to detail
  • Deep sense of customer care and users-first perspective
  • Unflappable, exothermic energy under pressure
  • Comfort with ambiguity and a proven ability to create order out of chaos by building processes that help the team run better and deliver a better user experience
  • Solid stakeholder management skills and an ability to influence others to drive progress
  • A sense of urgency and a drive to see issues through to resolution
Preferred qualifications
  • Experience leading multiple concurrent projects
  • Analytical rigor and the ability to use data to inform decisions; comfort with SQL is a plus
  • Experience in large / enterprise users is a plus

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