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Escalation Manager Jobs (NOW HIRING)

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.

Lytx

Escalations Manager, Technical Support

San Diego, CA · On-site

$97K - $123K/yr

Your work will turn escalation insights into systemic improvements while strengthening trust with ... It does not include direct people management or engineering ownership. You'll Get to : * Own high ...

Universal Data Inc

Escalation Engineer

New Orleans, LA · On-site

The Escalation Engineer plays an important role in making this happen through technical skills ... Managing and recording all work through our Ticketing System * Make sure that Client Documentation ...

Homefield IT

Escalation Technician

Manhattan, NY · On-site +1

The Escalation Technician role with Homefield IT is one of the lead technical members of the team ... Manage Experience/Skills Preferred • ConnectWise Automate and Control • Technical ...

Cisco

Technical Account Manager - FedRAMP

Austin, TX · On-site

Collaborating with Sales and Engineering to address product issues, and identify workarounds & solutions • Escalations - Assume the role of escalation manager when needed, and ensure timely ...

Velocity1

Escalation Engineer

Chattanooga, TN · On-site

Summary/Objectives The Escalation Engineer serves as a tier-3 resource for escalated service issues ... Manage client expectations providing excellent customer service. * Work closely with team members ...

TikTok

TikTok Shop - Escalation Program Manager

Seattle, WA · On-site

$88K - $159K/yr

We are looking for an Escalation Program Manager role who is responsible for handling escalations and complex cases for the AMER Oncall Service and Operation team. Roles & Responsibilities: - Manage ...

Homefield IT

Escalation Technician

Manhattan, NY · On-site

The Escalation Technician role with Homefield IT is one of the lead technical members of the team ... ConnectWise Manage Experience/Skills Preferred ConnectWise Automate and Control Technical ...

Heidi Health

Technical Project Manager

New York, NY · On-site

$135K - $165K/yr

Risk & Escalation Management : Proactively identify risks to timeline or scope, manage change requests through a structured process, and escalate issues before they become customer-impacting problems.

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Escalation Manager information

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$59.5K

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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:
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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.
Tier- 1 Sipport

Tier- 1 Sipport

Donato Technologies, Inc

Frisco, TX • On-site

$35 - $40/hr

Contractor

Posted 18 days ago

Job description

Tier-1 Support:

  • Monitoring the T-Cloud solution, using the T-Cloud Observability tool. This is a home-grown system, based on ServiceNow AIOPS. Training will be provided.

  • Raise an incident in ServiceNow, and close it again upon incident resolution.

  • Resolve incidents, based on work instructions provided by the Tier 2 team.

  • Knowledge of ITIL v3 is recommended

  • Fulfil the role on incident manager – i.e. making sure that all incidents are resolved within the SLA windows, and communicate with all stakeholders involved.

  • 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.