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Escalation Supervisor Jobs (NOW HIRING)

Shield

IT Support Supervisor

Anaheim, CA · On-site +1

$80K - $90K/yr

The IT Escalation Supervisor may need to work directly with clients when necessary to ensure customer satisfaction. This position will work a standard schedule of Monday - Friday from 11:00AM - 8 ...

Meduit

EBO Supervisor

Waco, TX

Escalation and Call Handling - supervisor calls, de-escalation, providing feedback * IT Coordination - submitting tickets for agents, assisting as needed * Administrative Tasks - reviewing emails ...

Moder Solutions

Assumption Supervisor

The Supervisor serves as the first escalation point for processors, a quality control checkpoint, and a driving force behind the team's industry-leading cycle times and pull-through rates. Essential ...

Meduit

EBO Supervisor

Waco, TX · On-site

Escalation and Call Handling - supervisor calls, de-escalation, providing feedback * IT Coordination - submitting tickets for agents, assisting as needed * Administrative Tasks - reviewing emails ...

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Escalation Supervisor information

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How much do escalation supervisor jobs pay per hour?

As of Jun 12, 2026, the average hourly pay for escalation supervisor in the United States is $30.65, according to ZipRecruiter salary data. Most workers in this role earn between $21.63 and $36.54 per hour, depending on experience, location, and employer.

How does an Escalation Supervisor typically collaborate with other departments to resolve complex customer issues?

As an Escalation Supervisor, you will regularly work cross-functionally with teams such as customer support, technical specialists, product management, and quality assurance to address high-priority or unresolved customer concerns. Effective collaboration often involves facilitating meetings, sharing case details, and developing action plans to ensure swift resolution. Strong communication and problem-solving skills are essential, as you'll need to coordinate resources, manage expectations, and provide updates to both internal stakeholders and customers throughout the escalation process.

What is the difference between Escalation Supervisor vs Customer Service Supervisor?

AspectEscalation SupervisorCustomer Service Supervisor
Required CredentialsTypically requires leadership experience, industry-specific knowledge, and sometimes certifications in customer service or managementUsually requires customer service experience, leadership skills, and sometimes certifications in customer relations
Work EnvironmentOversees escalation teams handling complex customer issues, often in call centers or support centersManages customer service teams, ensuring quality service in retail, call centers, or support departments
Employer & Industry UsageCommon in tech, telecom, and service industries where complex issues are escalatedWidely used across retail, hospitality, and service sectors

The main difference is that an Escalation Supervisor focuses on managing complex or unresolved customer issues that require higher-level intervention, while a Customer Service Supervisor oversees general customer service operations. Both roles require leadership skills and industry knowledge, but the Escalation Supervisor handles more specialized, high-priority cases.

What are the key skills and qualifications needed to thrive as an Escalation Supervisor, and why are they important?

To thrive as an Escalation Supervisor, you need expertise in conflict resolution, case management, and customer service, often supported by experience in technical support or contact center environments. Familiarity with CRM platforms, ticketing systems, and incident tracking tools is typically expected. Strong leadership, problem-solving abilities, and effective communication skills make someone stand out in this role. These skills are crucial to efficiently resolve complex customer issues, maintain team performance, and uphold service quality standards.

What is an Escalation Supervisor?

An Escalation Supervisor is a professional responsible for managing and resolving complex customer issues that frontline support teams are unable to address. They oversee the escalation process, coordinate with various departments to find solutions, and ensure that customer concerns are resolved in a timely and satisfactory manner. Escalation Supervisors also analyze trends in escalations to identify areas of improvement and provide coaching or feedback to frontline staff. Their role is crucial in maintaining customer satisfaction and upholding the company’s standards for service excellence.
More about Escalation Supervisor jobs
What states have the most Escalation Supervisor jobs? States with the most job openings for Escalation Supervisor jobs include:
What job categories do people searching Escalation Supervisor jobs look for? The top searched job categories for Escalation Supervisor jobs are:
Escalation Supervisor jobs near you
Infographic showing various Escalation Supervisor job openings in the United States as of June 2026, with employment types broken down into 7% As Needed, 77% Full Time, 7% Part Time, 2% Temporary, 2% Contract, and 5% Nights. Highlights an 98% Physical, 1% Hybrid, and 1% Remote job distribution, with an average salary of $63,748 per year, or $30.6 per hour.

IT Support Supervisor

Shield

Anaheim, CA • On-site, Remote

$80K - $90K/yr

Full-time

Posted yesterday

Job description

IT Support Supervisor
Department: Managed Services
Employment Type: Full Time
Location: IronOrbit - Remote
Compensation: $80,000 - $90,000 / year
Description
Supervises the day-to-day operations of the IT Services Support Team. Identifies, researches, & resolves complex technical problems by coaching Level I/II teams and escalating incidents to Engineering team. Creates and maintains support documentation & adheres to department processes & procedures (SOP's). Documents, tracks, & monitors problems through the CRM to ensure customer Service Level Agreements (SLAs) are met. Assists Manager with Level I/II onboarding and skills development as needed. The IT Escalation Supervisor may need to work directly with clients when necessary to ensure customer satisfaction.
This position will work a standard schedule of Monday - Friday from 11:00AM - 8:00PM EST, with some exceptions to this schedule on an as-needed basis.
Key Responsibilities
Employee Supervision
  • Assist Managers with Setting Task Assignments & Priorities for Level I/II
  • Actively Rotate Between Team/Queues - coaching/escalating for Level I/II
  • Leading Team by Example - model behaviors & work practices
  • Assist with Onboarding new hires & Cross-Training of Level I/II
  • Assist Managers with Maintaining Staff Scheduling
  • Success is measured against team performance % of ticket escalations

CRM Management
  • Actively Manage Issue Escalations during shift
  • Provide Daily Shift Change Status Reports to Manager
  • Review all open tickets with Manager in CRM during shift & assist with resource assignments when necessary
  • Route unassigned tickets & act as liaison between receptionists & technician pool
  • Success is measured against team performance % of ticket reopens

Customer Management
  • Meeting customer SLA's
  • Follow-up If Necessary or to Build Relationship
  • Issue Survey and Drive Response Rate
  • Review relationship & provide Sale Lead Opportunities when possible
  • Success is measured against team performance % SLA compliance

Skills, Knowledge & Expertise
Education:
o Preferred - Associate's degree in Information Technology or a related field
o Mandatory - High School diploma or equivalent
Minimum Experience:
o 7+ years of experience in IT working as a lead/senior IT support role or engineer
Certifications:
o Minimum (2): A+, Network+, Server+, Security+, etc...
o Minimum (1): MCSE, CCENT/CCT, VCP6
Expertise:
  • Strong diverse technical background showing progressive growth in responsibilities and duties including team lead/mentoring
  • Technical Skills must exceed that of Level I and Level II support staff.
  • Experience and able to present examples of leading teams & empowering team members to achieve professional growth
  • Highly self-motivated & directed
  • Keen attention to detail
  • Proven analytical and problem solving abilities
  • Ability to effectively prioritize and execute tasks in a high pressure environment
  • Exceptional customer service orientation
  • Strong oral and written communication skills

Working Conditions
Monitoring the CRM support queue over the weekend to make sure tickets are being handled as expected. Job requires occasional after hour and weekend escalation management and support. Client onsite work could be required on a project or emergency basis.

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