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
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 ...
Escalation Manager
Tempe, AZ · On-site
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 ...
Medical
Dental
Vision
Retirement
PTO
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 ...
Medical
Dental
Vision
Retirement
PTO
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 ...
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
Tempe, AZ · On-site
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 ...
Escalation Manager
Tempe, AZ · On-site
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 ...
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 ...
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
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 ...
Escalation Manager
Tempe, AZ · On-site
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 ...
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 ...
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 ...
Technical Escalation Manager
Raleigh, NC · On-site
About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the ...
Technical Escalation Manager
Raleigh, NC · On-site
About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the ...
Technical Escalation Manager
Raleigh, NC · On-site
About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the ...
Technical Escalation Manager
Raleigh, NC · On-site
About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the ...
Technical Escalation Manager
Raleigh, NC · On-site
About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the ...
Technical Escalation Manager
Raleigh, NC · On-site
About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of high-impact customer issues within our cybersecurity platform. In this role, you will act as the ...
The Escalation Manager, Junior supports the structured handling of escalated IT incidents by serving as a coordination point for issues that cannot be resolved at the initial support level. This role ...
The Escalation Manager, Junior supports the structured handling of escalated IT incidents by serving as a coordination point for issues that cannot be resolved at the initial support level. This role ...
Client Escalation Manager
San Antonio, TX · Remote
Medical
Dental
Vision
Retirement
PTO
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 ...
Client Escalation Manager
San Antonio, TX · Remote
Medical
Dental
Vision
Retirement
PTO
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 ...
Title: Infrastructure Escalation Manager, Location: Remote (EST/CST Candidates Only) Duration: 6+ months extendable The Global Hosting team is responsible for managing Infrastructure Operations.
Title: Infrastructure Escalation Manager, Location: Remote (EST/CST Candidates Only) Duration: 6+ months extendable The Global Hosting team is responsible for managing Infrastructure Operations.
Client Escalation Manager
San Antonio, TX · On-site
Medical
Dental
Vision
Retirement
PTO
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 ...
Client Escalation Manager
San Antonio, TX · On-site
Medical
Dental
Vision
Retirement
PTO
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 ...
Staff, Escalation Manager
Medical
Retirement
PTO
The ideal Escalation Manager is an inventive and hardworking technical specialist with a positive outlook and strong desire to help customers succeed. This candidate must be equally adept at ...
New
Staff, Escalation Manager
Medical
Retirement
PTO
The ideal Escalation Manager is an inventive and hardworking technical specialist with a positive outlook and strong desire to help customers succeed. This candidate must be equally adept at ...
New
Staff, Escalation Manager
Medical
Retirement
PTO
The ideal Escalation Manager is an inventive and hardworking technical specialist with a positive outlook and strong desire to help customers succeed. This candidate must be equally adept at ...
New
Staff, Escalation Manager
Medical
Retirement
PTO
The ideal Escalation Manager is an inventive and hardworking technical specialist with a positive outlook and strong desire to help customers succeed. This candidate must be equally adept at ...
New
Customer Escalation Manager
Medical
Dental
Vision
Retirement
PTO
As part of our Customer Support team, the Customer Escalation Manager at Aiwyn is responsible for overseeing, coordinating, and resolving high-impact and complex escalations identified through ...
Customer Escalation Manager
Medical
Dental
Vision
Retirement
PTO
As part of our Customer Support team, the Customer Escalation Manager at Aiwyn is responsible for overseeing, coordinating, and resolving high-impact and complex escalations identified through ...
Escalation Manager information
See salary details
$24.5K - $32.8K
9% of jobs
$32.8K - $41.1K
15% of jobs
$41.8K is the 25th percentile. Wages below this are outliers.
$41.1K - $49.5K
17% of jobs
The median wage is $52.3K / yr.
$49.5K - $57.8K
27% of jobs
$62.9K is the 75th percentile. Wages above this are outliers.
$57.8K - $66.1K
12% of jobs
$66.1K - $74.4K
8% of jobs
$74.4K - $82.7K
4% of jobs
$82.7K - $91K
3% of jobs
$91K - $99.4K
2% of jobs
$99.4K - $107.7K
2% of jobs
$107.7K - $116K
1% of jobs
$24.5K
$59.5K
$116K
How much do escalation manager jobs pay per year?
As of Aug 16, 2026, the average yearly pay for escalation manager in the United States is $59,525.00, according to ZipRecruiter salary data. Most workers in this role earn between $42,000.00 and $68,500.00 per year, depending on experience, location, and employer.
What skills and qualifications are needed to be an escalation manager?
To thrive as an Escalation Manager, you need expertise in problem-solving, conflict resolution, and customer service, often supported by experience in technical support or operations management. Familiarity with CRM platforms (like Salesforce), ticketing systems, and possibly ITIL certification is highly beneficial. Exceptional communication, emotional intelligence, and the ability to remain calm under pressure are standout soft skills for this role. These skills ensure escalated issues are resolved efficiently, maintaining customer satisfaction and protecting the company’s reputation.
What does an escalation manager do?
An Escalation Manager is responsible for handling and resolving complex customer issues that cannot be solved through standard support processes. They act as the main point of contact for escalated problems, coordinating with various teams to find solutions quickly and efficiently. Escalation Managers analyze the root causes of recurring issues, implement process improvements, and ensure customer satisfaction by providing timely updates and resolutions. This role requires strong problem-solving skills, communication abilities, and experience in customer service or technical support environments.
What is the difference between Escalation Manager vs Customer Support Manager?
| Aspect | Escalation Manager | Customer Support Manager |
|---|---|---|
| Credentials | Typically requires experience in customer service, conflict resolution, and industry-specific knowledge | Requires customer service experience, leadership skills, and often a relevant degree |
| Work Environment | Handles high-priority issues, often in a fast-paced support or technical environment | Oversees support teams, manages customer satisfaction, and improves support processes |
| Industry Usage | Common in tech, telecom, and service industries where issue escalation is frequent | Widely used across retail, tech, and service sectors to manage support teams |
The main difference is that an Escalation Manager focuses on resolving complex or urgent customer issues, often involving technical or high-stakes problems, while a Customer Support Manager oversees the overall support team and customer satisfaction. Both roles require strong communication skills and industry knowledge but differ in scope and focus.
How does an escalation manager collaborate with technical support and product teams to resolve complex customer issues?
An Escalation Manager works closely with both technical support and product teams to ensure that high-priority customer issues are addressed promptly and effectively. They serve as a central point of contact, coordinating between departments to gather necessary information, prioritize tasks, and communicate updates. By facilitating clear communication and aligning resources, Escalation Managers help prevent delays and ensure that solutions are technically sound and meet customer expectations. This collaborative approach not only resolves issues faster but also helps identify and address root causes to prevent future problems.
More about Escalation Manager jobs
What cities are hiring for Escalation Manager jobs?
Cities with the most Escalation Manager job openings:
What are the most commonly searched types of Escalation jobs?
The most popular types of Escalation jobs are:
Who are the top companies hiring for Escalation Manager jobs?
The top employers for Escalation Manager jobs are:
What states have the most Escalation Manager jobs?
States with the most job openings for Escalation Manager jobs include:
What job categories do people searching Escalation Manager jobs look for?
The top searched job categories for Escalation Manager 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 $115,940 - $143,200 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 $115,940 - $143,200 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.