ZipRecruiter

Log In

1

Escalation Manager Jobs (NOW HIRING)

Endeavor Health

PFS Escalation Specialist

Skokie, IL

$23.24 - $34.86/hr

Reporting to the PFS Escalation Manager, is responsible for all interactions with patients/guarantors and third-party vendors pertaining to SBO (single billing office) functions including reconciling ...

NorthShore PC Service

PFS Escalation Specialist

Skokie, IL · On-site

$23.24 - $34.86/hr

Reporting to the PFS Escalation Manager, is responsible for all interactions with patients/guarantors and third-party vendors pertaining to SBO (single billing office) functions including reconciling ...

GT Independence

Escalations Manager

Waterbury, CT · On-site

$70K/yr

The Escalations Manager specializes in escalation and resolution, playing a pivotal role in ... Participate in stakeholder meetings to compare escalation trends to stakeholder improvement ...

Metabyte

Avaya Manager

Providence, RI · On-site

Providence RI Full Time Technical Escalation Manager for Avaya Unified Communications Requirements: * Over 10+ years of IT experience * Over 4+ years of experience with Avaya products * Very familiar ...

GT Independence

Escalations Manager

Waterbury, CT · On-site

$70K/yr

The Escalations Manager specializes in escalation and resolution, playing a pivotal role in ... Participate in stakeholder meetings to compare escalation trends to stakeholder improvement ...

INSPYR Solutions

Support Escalation Specialist

Austin, TX · On-site

$18 - $25/hr

Spend approximately 80% of time in ticket/escalation management and 20% supporting strategic projects. * Conduct root-cause analysis (RCA) to identify trends, mitigate recurring issues, and improve ...

GT Independence

Escalations Manager

Southington, CT · On-site

$70K/yr

The Escalations Manager specializes in escalation and resolution, playing a pivotal role in ... Participate in stakeholder meetings to compare escalation trends to stakeholder improvement ...

Donato Technologies, Inc

Tier- 1 Sipport

Frisco, TX · On-site

$35 - $40/hr

In case of critical situations, invoke the appropriate escalation procedures within T-Mobile. On every shift we will have a designated Escalation Manager and Incident Manager.

RemX

Fraud Escalations Manager

Atlanta, GA · On-site

$80K/yr

Manage escalation queue and provide decision support to ensure consistent, timely resolutions * Coach frontline staff during live escalations and reinforce proper escalation procedures * Ensure ...

RemX

Be Seen First

Fraud Escalations Manager

Alpharetta, GA · On-site

$80K/yr

Manage escalation queue and provide decision support to ensure consistent, timely resolutions * Coach frontline staff during live escalations and reinforce proper escalation procedures * Ensure ...

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.
Escalation Manager - Customer Care Centers

Escalation Manager - Customer Care Centers

Bank OZK

Little Rock, AR • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 11 days ago

Bank OZK rating

7.9

Company rating: 7.9 out of 10

Based on 36 frontline employees who took The Breakroom Quiz

63rd of 144 rated banks

Job description

Why Bank OZK
Founded on a legacy of more than 120 years in banking, Bank OZK is much more than just a company. We're nationally recognized as an industry leader in financial services. That means we combine exceptional service with innovative technologies to deliver smart solutions to our clients across the country. We're investing in small businesses, fueling economies in local communities and changing skylines in the largest cities across America. Here, we're not simply filling roles. We're fostering even greater careers.
The foundation for a great career starts with an exceptional team and a comprehensive benefits package. We believe in providing our dedicated team members with the best resources to support their physical, mental and financial wellbeing, including generous PTO, 401(k) matching, health, dental, vision (and pet!) insurance as well as special perks and discounts. Learn more about Bank OZK benefits.
Job Purpose & Scope
Leads day-to-day management of the escalation queue, providing real-time decision support on complex and high-risk interactions. The role ensures escalations are handled consistently, properly documented, and aligned with financial crimes standards, including identification and reporting of suspicious activity. Partners with Customer Care leadership and Financial Crimes Risk Management to support sound risk management practices and reinforces fraud-aware call handling.
Essential Job Functions
  1. Responsible for the Customer Care Escalation Queue, providing guidance and decision support to ensure responses align with established standards, with a focus on consistent decisioning, clear accountability, and disciplined follow-through.
  2. Support improved escalation outcomes by coaching on-the-spot during live escalations and ensuring the escalation pathway is used appropriately.
  3. Reinforce Customer Care standards for identifying and responding to unusual activity, including the requirement to submit an Unusual Incident Report (UIR) when appropriate.
  4. Ensure escalated cases are handled with appropriate documentation expectations and handoffs, including escalation to leadership and/or Financial Crimes Risk Management resources when required by procedure.
  5. Partners with stakeholders to continuously improve processes and refine procedures in response to evolving risk.
  6. Prepares and delivers reporting on escalation activity, trends, and outcomes to support leadership visibility and decision-making.
  7. Coordinates with cross-functional partners to resolve complex escalations and ensure alignment with operational, compliance, and risk requirements.
  8. Responsible for hiring, developing, coaching, leading, and retaining top talent capable of high-level performance in their respective positions.
  9. Performs other duties as assigned.

Knowledge, Skills & Abilities
  1. Ability to utilize discretion and sound judgment in decision-making.
  2. Strong decision-making ability in escalated customer interactions.
  3. Ability to demonstrate excellent and customer service skills, balancing customer experience with risk controls.
  4. Ability to communicate effectively both verbally and in writing with the ability to provide calm, clear, direction during live escalations.
  5. Strong documentation discipline and ability to reinforce procedural adherence.
  6. Ability to maintain confidentiality
  7. Ability to demonstrate accuracy, thoroughness, and attention to detail.
  8. Ability to demonstrate effective interpersonal skills to build collaborative work relationships and create a team environment

Basic Qualifications
  1. High school diploma or equivalent required; Bachelor's degree in business or relevant field preferred.
  2. 5+ years of work experience in a call center, customer service, banking operations, and/or retail banking environment required.
  3. 2+ years of work experience in contact center risk support, fraud servicing, or escalations required.
  4. 1+ year experience leading or influencing frontline teams through coaching, real-time guidance, and process reinforcement required.

Job Expectations
Operate customary equipment and technology used in a business environment, with or without accommodation.
Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.
#LI-JR1
#HP
Position can also be also located in these locations: Alpharetta, Georgia
EEO Statement
Bank OZK is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.

What Bank OZK employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Apply