ZipRecruiter

Log In

1

Escalation Manager Jobs (NOW HIRING)

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 ...

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 ...

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 ...

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 ...

Data Direct Networks

The Incident and Escalation Manager (IEM) plays a critical role within DDN's Global Services and Support (GSS) organization. This is a senior operational leader responsible for managing the most ...

Vapi

Incident and Escalation Manager

San Francisco, CA · On-site

$180K - $250K/yr

Total raised: $72M Incident and Escalation Manager Why this role exists Vapi runs voice AI infrastructure at tens of millions of minutes a month for enterprise customers who route business-critical ...

RemX

Be Seen First

Escalations Manager

Little Rock, AR · On-site

$80K/yr

Escalation Manager - Fraud (Customer Care Centers) Location: Little Rock, AR Pay: Salary is negotiable starting around $80K, based on experience. Schedule: Monday-Friday, 8am-5pm EST + rotating ...

next page

Showing results 1-20

All JobsEscalation Manager Jobs

Escalation Manager information

See salary details

$24.5K

$59.5K

$116K

How much do escalation manager jobs pay per year?

As of Jul 6, 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.

Is a CSA job stressful?

A Customer Service Associate (CSA) role can be stressful due to high call volumes, customer complaints, and the need for strong communication skills. Managing difficult interactions and meeting performance metrics may contribute to job stress, but some employers provide training and support to help manage workload and reduce stress levels.

What jobs make $3,000 a month without a degree?

An Escalation Manager typically earns more than $3,000 monthly, but roles such as sales representatives, administrative assistants, or customer service managers can also reach this income level without a degree, especially with experience and performance. Many of these jobs require strong communication skills, industry knowledge, or certifications rather than formal degrees.

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 role of escalation manager?

An escalation manager oversees the resolution of complex or high-priority customer issues that cannot be resolved at lower levels. They coordinate between teams, ensure timely responses, and implement solutions to prevent future escalations, often using customer relationship management (CRM) tools and strong communication skills.

What is the highest paying manager position?

The highest paying manager positions typically include executive roles such as Chief Executive Officer (CEO), Chief Operating Officer (COO), and Chief Financial Officer (CFO), with salaries often exceeding several hundred thousand dollars annually. In some industries, specialized managerial roles like Vice President or Director of a division can also command high compensation, especially with bonuses and stock options included.

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:
What job categories do people searching Escalation Manager jobs look for? The top searched job categories for Escalation Manager jobs are:
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 100% Full Time. Highlights an 88% Physical, 4% Hybrid, and 8% Remote job distribution, with an average salary of $59,525 per year, or $28.6 per hour.

Client Escalation Manager

Walker Bowen Talent Partners

San Antonio, TX • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

This job post has expired today. Applications are no longer accepted.

Job description

Walker Bowen Talent Partners is excited to partner with a scaling non-emergency medical transportation (NEMT) health tech company as they continue to grow and invest in building a high-impact, people-first organization.

We're searching for a Client Escalation Manager to join their team in San Antonio, TX.

If you’re energized by a mission-focused company and leading top notch client services teams in a fast-growing company, then we’d love to connect!

Our Client

Our client is a technology and services company dedicated to reducing barriers to care by improving the delivery of non-emergency medical transportation to people across America. Our client employs proprietary technology, paired with a nationwide network of vetted transportation providers. This enables payers and health systems to deliver cost-effective, on-demand transportation intelligently, enhancing the patient experience in the process. They serve the largest Medicare Advantage, Medicaid, and provider programs in the country.

The Role

Our client 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 Specialists. This role serves as the primary point of accountability for managing escalated concerns from health plan partners, ensuring issues are addressed with urgency, professionalism, and a commitment to exceptional service.


The ideal candidate combines strong people leadership, healthcare client experience, and operational problem-solving skills. They will partner across departments to drive timely resolution of escalations, identify systemic issues, and implement process improvements that enhance the client experience and support SafeRide’s mission of reducing barriers to care.

Job Responsibilities

Team Leadership
  • Directly supervise, coach, and develop a team of Client Escalation Specialists through regular feedback, performance management, and professional development.
  • Establish team priorities and manage workload distribution to ensure service levels and response expectations are consistently met.
  • Conduct quality reviews, team meetings, and one-on-one coaching sessions to maintain a high standard of escalation management.
  • Foster a culture of accountability, urgency, collaboration, and client-focused problem solving.

Escalation Management
  • Oversee the intake, tracking, investigation, and resolution of escalated issues from health plan clients.
  • Serve as the primary escalation point for complex issues that require advanced troubleshooting or executive-level communication.
  • Coordinate cross-functional resolution efforts by engaging the appropriate internal teams and ensuring complete documentation and context are provided.
  • Maintain ownership of escalations through final resolution, communicating updates and outcomes to both internal stakeholders and clients.
  • Represent the Client Escalation function in client meetings and serve as a trusted resource for health plan partners.

Health Plan & Operational Expertise
  • Develop and maintain expertise in health plan contracts, operational requirements, client-specific procedures, and escalation preferences.
  • Stay current on operational workflows across departments to accurately assess root causes and determine appropriate resolution paths.
  • Serve as a subject matter expert and resource for the escalation team regarding payer-specific requirements and operational processes.

Process Improvement & Reporting
  • Develop, maintain, and enhance standard operating procedures, escalation workflows, training materials, and knowledge resources.
  • Optimize the use of escalation management platforms, including Zendesk and related reporting tools.
  • Analyze escalation trends, root causes, and performance metrics to identify opportunities for operational improvement.
  • Partner with internal stakeholders to address recurring issues and reduce future escalation volume.
  • Produce regular reporting on escalation volume, resolution timelines, root causes, and client satisfaction metrics.
  • Collaborate with Account Management and Client Relations teams to proactively communicate trends, resolutions, and improvement initiatives.


Requirements
Required Qualifications
• 3–5 years of experience in client escalations, customer operations, account management, client services, or a related client-facing operational role.
• Experience supporting Medicaid, Medicare, commercial health plans, or other healthcare payer organizations.
• Demonstrated people leadership experience, including coaching, performance management, and team development.
• Strong analytical, critical thinking, and problem-solving skills.
• Excellent written and verbal communication skills, including experience communicating with external clients and senior stakeholders.
• Experience using CRM platforms, case management systems, ticketing systems, or reporting tools.
• Ability to manage multiple priorities and drive issue resolution in a fast-paced environment.


Preferred Qualifications
• Bachelor’s degree in Healthcare Administration, Business Administration, Operations Management, or a related field.
• Experience within Non-Emergency Medical Transportation (NEMT), healthcare transportation, or managed transportation services.
• Familiarity with Medicaid managed care contracts, payer operations, and healthcare compliance requirements.
• Experience resolving operational issues involving transportation providers, member eligibility, claims, benefits, or service delivery.
• Experience with Zendesk or similar escalation management platforms.


Benefits
Our client offers a remote-first work environment, competitive compensation, and comprehensive benefits, including:
  • Career growth and development opportunities in a mission-driven organization
  • Competitive salary, annual bonus opportunities, and equity options
  • Remote with flexible hours
  • Comprehensive medical, dental, and vision insurance
  • 401(k) with company match
  • Generous PTO, paid company holidays, and paid parental leave