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Escalation Supervisor Jobs (NOW HIRING)

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 ...

Regenity

Manufacturing Supervisor

Allendale, NJ · On-site

$75K - $95K/yr

Position Summary/ Objectives The Manufacturing Supervisor is responsible for supporting daily ... The role ensures timely communication and escalation of production, quality, and personnel issues ...

Houston Booting LLC

Field Supervisor

Houston, TX · On-site

$50K/yr

Respond to escalated customer disputes and resolve issues professionally. * Conduct field ... Previous supervisory, management, security, parking enforcement, towing, or law enforcement ...

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How much do escalation supervisor jobs pay per hour?

As of Aug 17, 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 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 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 is an escalation supervisor?

An escalation supervisor is a managerial role responsible for handling complex or high-priority customer issues that cannot be resolved by frontline staff. They oversee escalation processes, coordinate with different teams, and ensure timely resolution to maintain customer satisfaction.
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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 August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $63,748 per year, or $30.6 per hour.

Regulatory Escalation Spec Assoc

PPL Corporation

Johnston, RI • On-site

Full-time

Posted 3 days ago

New

PPL rating

6.8

Company rating: 6.8 out of 10

Based on 46 frontline employees who took The Breakroom Quiz

44th of 53 rated energy and utility

Job description

Company Summary Statement
Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode Island through the delivery of electricity or natural gas. Our team is dedicated to helping Rhode Island customers and communities thrive while supporting the transition to a cleaner energy future. Rhode Island Energy is part of the PPL Corporation (NYSE: PPL) family of companies addressing energy challenges head-on by building smarter, more resilient, and more dynamic power grids and advancing sustainable energy solutions. PPL is a positive force in the cities and towns where we do business, providing support for programs and organizations that empower the success of future generations by helping to build and maintain strong, diverse communities today.
Overview
Reporting to the Supervisor of the Escalated Complaints Team, the Regulatory Compliance Specialist manages stakeholder and executive relationships by researching, responding to, and resolving escalated complaints and customer program issues submitted to Regulators, Executives, and the External Affairs team. This role applies strong knowledge of applicable federal, state, and local regulatory requirements, complaint-handling standards, and consumer protection obligations to ensure accurate, timely, and compliant responses.
The Regulatory Compliance Specialist is responsible for maintaining detailed tracking, reporting, and performance oversight of regulatory and escalated complaints to reduce customer dissatisfaction and mitigate reputational risk within Rhode Island. The role supports proactive internal and external communications, interprets regulatory guidance, and collaborates with cross-functional partners to identify trends, address root causes, and drive process and performance improvements.
Responsibilities
  • Research, investigate, and respond to escalated customer program complaints and regulatory inquiries submitted to Regulators, Executives, and the External Affairs team.
  • Apply knowledge of applicable federal, state, and local regulatory requirements, consumer protection standards, and complaint-handling guidelines to ensure accurate, timely, and compliant responses.
  • Serve as a primary liaison with internal stakeholders, executive leadership, and external regulatory entities to support effective communication and resolution of regulatory issues.
  • Maintain comprehensive tracking, documentation, and reporting of regulatory complaints to monitor performance, ensure adherence to regulatory timelines, and reduce customer dissatisfaction.
  • Analyze complaint trends, identify root causes, and assess regulatory and reputational risk, particularly within Rhode Island.
  • Support proactive internal and external communications related to regulatory matters, escalated complaints, and compliance expectations.
  • Collaborate cross-functionally with compliance, legal, operations, and customer service teams to resolve complex issues and implement corrective actions.
  • Drive continuous process and performance improvements by recommending enhancements to complaint handling, tracking, and reporting practices.
  • Ensure consistency, accuracy, and professionalism in all regulatory and executive-level correspondence.
  • Contribute to risk mitigation efforts by identifying opportunities to prevent repeat issues and improve overall customer and regulatory outcomes.
  • Conduct informal and formal reviews of regulatory complaints to ensure compliance with applicable regulatory requirements, internal policies, and response standards.
  • Prepare comprehensive packets and supporting documentation for informal and formal regulatory hearings.
  • Emergency and storm role commitment; this is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service.
  • The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers as well as local PUC, DPUC, and AG's office as necessary.

Qualifications
Education/ Experience:
  • An associate's degree in business or related field
  • Previous work experience in a relevant role
  • A demonstrated ability to lead and manage cross-functional teams/projects, absorb information, develop creative/practical business solutions, and achieve desired results in a highly technical, operational environment is required.
  • Excellent analytical, organizational, and time management skills with the ability to manage a diverse range of projects simultaneously
  • Consistency in delivering on commitments, ownership of the results, exhibiting high standards of integrity while engaging, empowering, and driving accountability to effectively deliver results.

Preffered Qualifications:
  • Knowledge and understanding of Rhode Island Energy's electric or gas programs and policies, processes, systems, tariffs, and general practices and how to apply them effectively
  • Knowledge and understanding of customer systems within a regulated environment
  • Exposure to Rhode Island customer programs and regulatory requirements

Capability Requirements:
  • Understanding Others: When dealing with internal / external diverse stakeholders understanding what someone is saying or feeling, even if person is not clear, and can accurately predict how someone may respond
  • Team Player: Promotes team effectiveness by soliciting input from team members, communicating expectations of the tracking needs, and helping with root cause analysis

#RIE #INDRIE

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