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Escalation Manager Jobs (NOW HIRING)

Symbotic

Escalation Manager

Wilmington, MA

$51.92 - $71.39/hr

The Escalation Manager unblocks response teams, coordinates cross-functional engagement, and manages the external "incident choreography" so that technical work proceeds without distraction and ...

Snowflake

Staff Escalation Manager

Dublin, CA

$46K - $64K/yr

We are looking for a Staff Escalation Manager to join our team and achieve our goal of helping our customers achieve their business goals by providing outstanding service and support to our most ...

Qualys

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 ...

Qualys

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 ...

Snowflake

Staff Escalation Manager

Menlo Park, CA · On-site +1

$140K - $183K/yr

We are looking for a Staff Escalation Manager to join our team and achieve our goal of helping our customers achieve their business goals by providing outstanding service and support to our most ...

ASM Research

Escalation Manager, Junior

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 ...

Waymo

Escalation Manager Lead

Tempe, AZ · On-site

$17.75 - $19.75/hr

Directly manage, mentor, and develop a team of 24/7 Escalation Managers, ensuring consistent leadership across all shifts * Design and optimize shift schedules, handover protocols, and fatigue ...

UKG, Inc.

Escalation Manager III- Eng

Atlanta, GA · On-site

$71K - $103K/yr

The Engineering Escalation Management team is a part of the Engineering and Product organization within UKG. This team is a liaison between UKG's Customer Experience organization and the Engineering ...

UKG, Inc.

Escalation Manager III- Eng

Lowell, MA · On-site

$71K - $103K/yr

The Engineering Escalation Management team is a part of the Engineering and Product organization within UKG. This team is a liaison between UKG's Customer Experience organization and the Engineering ...

Waymo

Escalation Manager Lead

Tempe, AZ · On-site

$190K - $234K/yr

Directly manage, mentor, and develop a team of 24/7 Escalation Managers, ensuring consistent leadership across all shifts * Design and optimize shift schedules, handover protocols, and fatigue ...

Waymo

Escalation Manager Lead

Tempe, AZ · On-site

$190K - $234K/yr

Directly manage, mentor, and develop a team of 24/7 Escalation Managers, ensuring consistent leadership across all shifts * Design and optimize shift schedules, handover protocols, and fatigue ...

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Escalation Manager information

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$24.5K

$59.5K

$116K

How much do escalation manager jobs pay per year?

As of Jun 13, 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 are the key skills and qualifications needed to thrive as an Escalation Manager, and why are they important?

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 is an example of escalation?

An escalation in the role of an Escalation Manager occurs when a customer issue cannot be resolved at the initial support level and is transferred to higher-level management or specialized teams for resolution. This process involves documenting the issue, communicating with relevant parties, and ensuring timely resolution to maintain customer satisfaction. Effective escalation requires strong communication skills and knowledge of company policies and tools like ticketing systems.

What is the meaning of escalation?

In the context of an Escalation Manager role, escalation refers to the process of raising a customer issue or problem to higher levels of management or specialized teams when it cannot be resolved at the initial level. It involves prioritizing and communicating effectively to ensure timely resolution and customer satisfaction, often using tools like ticketing systems and following established protocols.

What is a synonym for escalation?

In the context of an escalation manager role, a synonym for escalation is 'raising' or 'advancing' an issue to higher levels of authority or support. It involves transferring complex or unresolved problems to more experienced personnel or management for resolution. This process is essential in customer service and technical support environments to ensure timely problem resolution.

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 does escalation mean in work?

In the context of an Escalation Manager role, escalation refers to the process of transferring a customer issue or internal problem to higher levels of authority or specialized teams when it cannot be resolved at the initial level. This ensures timely resolution of complex or urgent issues and often involves tracking, communication, and problem-solving skills. Effective escalation management helps maintain customer satisfaction and operational efficiency.

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

AspectEscalation ManagerCustomer Support Manager
CredentialsTypically requires experience in customer service, conflict resolution, and industry-specific knowledgeRequires customer service experience, leadership skills, and often a relevant degree
Work EnvironmentHandles high-priority issues, often in a fast-paced support or technical environmentOversees support teams, manages customer satisfaction, and improves support processes
Industry UsageCommon in tech, telecom, and service industries where issue escalation is frequentWidely 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 typically 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:
What states have the most Escalation Manager jobs? States with the most job openings for Escalation Manager jobs include:
Escalation Manager jobs near you
Infographic showing various Escalation Manager job openings in the United States as of June 2026, with employment types broken down into 22% Full Time, and 78% Part Time. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $59,525 per year, or $28.6 per hour.
Escalation Manager

Escalation Manager

Symbotic

Wilmington, MA

$51.92 - $71.39/hr

Full-time

Posted 14 days ago

Job description

Summary

The Escalation Manageris responsible forleading customer-facing escalation management during high-impact incidents and operational events. This role serves as the primary interface between the customer and internal response teams, ensuringtimely,accurateupdates while allowing technical teams to remain focused on diagnosis and recovery.

The Escalation Manager unblocks response teams, coordinates cross-functional engagement, and manages the external “incident choreography” so that technical work proceeds without distraction and customersmaintainconfidence in the response.

**Responsibilities**

  • Serve as the primary point of contact for customers during escalated incidents

  • Deliver clear, structured, and confidence-building updates tailored to customer audiences

  • Manage customer expectations around timelines, impact, and next steps

  • Field inbound customer questions and requests to prevent disruption of technical response efforts

  • Maintain professional presence during high-pressure customer interactions

  • Ensure theappropriate internalteams are engaged and unblocked throughout the incident lifecycle

  • Identifyand remove operational, procedural, or communication blockers affecting response teams

  • Drive escalation paths when progress stalls oradditionalauthority is required

  • Coordinate vendors, site teams, and internal stakeholders as needed

  • Maintain situational awareness across parallel workstreams

  • Ensure decisions, risks, and dependencies are clearly communicated

  • Guide the incident through defined escalation and response processes

  • Support structured handoffs as incidents evolve or transition between teams

  • Partner with technical leads to ensure customer-facing summaries areaccurateand aligned

  • Track and communicate customer-relevant outcomes and commitments

  • Support post-incident reviews with a focus on escalation effectiveness and communication quality

  • Help refine customer communication playbooks and escalation protocols

Education and Experience

  • Strong experience in customer-facing incident or escalation management

  • Excellent verbal and written communication skills, especially in high-stakes situations

  • Ability to translate technical progress into customer-appropriate updates

  • Proven ability to remain calm, organized, and credible under pressure

  • Strong coordination and stakeholder management skills

  • Sound judgment in balancing transparency, accuracy, and timing

Preferred Qualifications

  • Background in SRE, operations, technical account management, or incident management

  • Experience working directly with enterprise customers during outages or critical events

  • Familiarity with incident response frameworks and escalation models

  • Experience acting as a buffer between customers and technical teams

Other Considerations

  • Up to15%oftravelmay berequired. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.

  • The employeeis responsible forowning a credit card and managing expenses personally to be reimbursed bi-weekly.

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