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Escalations Manager Jobs (NOW HIRING)

RemX

Fraud Escalations Manager

Alpharetta, GA · On-site

$1/hr

Seeking a Fraud Escalations Manager in Alpharetta, GA. The role ensures escalations are handled consistently, properly documented, and aligned with financial crimes standards, including ...

RemX

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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 ...

Rippling

Executive Escalations Manager

San Francisco, CA · On-site +1

$100K - $145K/yr

Own end-to-end management of executive escalations: Serve as the subject-matter expert and drive resolution of complex, cross-functional problems. Orchestrate internal stakeholders to collaborate ...

Waymo

Escalation Manager

Tempe, AZ · On-site

... escalations. You have: * Proven experience in high-pressure operational environments such as ... Experience with workflow management tools, escalation systems, and knowledge management practices.

Gong.io

... escalations from the moment a risk state is triggered to its final resolution. This is a highly ... Manage Senior Stakeholders: Guide internal account teams through tense customer scenarios and ...

Gong.io

Escalation Manager

Austin, TX · On-site

$143K/yr

... escalations from the moment a risk state is triggered to its final resolution. This is a highly ... Manage Senior Stakeholders: Guide internal account teams through tense customer scenarios and ...

Waymo

Escalation Manager

Tempe, AZ · On-site

... escalations. You have: * Proven experience in high-pressure operational environments such as ... Experience with workflow management tools, escalation systems, and knowledge management practices.

Freshworks

Escalation Manager

San Mateo, CA · On-site

As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive ... Escalations are defining customer moments. How we respond during critical situations directly ...

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

In this role, you will act as the primary owner of critical escalations, driving rapid resolution ... Own and manage critical (Severity 1 & 2) customer escalations * Lead incident response calls (war ...

Freshworks

Escalation Manager

Boston, MA · On-site

As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive ... Escalations are defining customer moments. How we respond during critical situations directly ...

Qualys

Technical Escalation Manager

Raleigh, NC

In this role, you will act as the primary owner of critical escalations, driving rapid resolution ... Own and manage critical (Severity 1 & 2) customer escalations * Lead incident response calls (war ...

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

In this role, you will act as the primary owner of critical escalations, driving rapid resolution ... Own and manage critical (Severity 1 & 2) customer escalations * Lead incident response calls (war ...

Freshworks

Escalation Manager

San Mateo, CA

As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive ... Escalations are defining customer moments. How we respond during critical situations directly ...

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Escalations Manager information

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$35.5K

$102.3K

$165K

How much do escalations manager jobs pay per year?

As of Aug 18, 2026, the average yearly pay for escalations manager in the United States is $102,286.00, according to ZipRecruiter salary data. Most workers in this role earn between $76,000.00 and $129,000.00 per year, depending on experience, location, and employer.

What is an escalations manager?

Escalations Managers are professionals responsible for handling and resolving complex or high-priority customer issues that frontline support teams are unable to resolve. They coordinate between different departments, communicate directly with customers, and ensure that problems are addressed quickly and effectively. Their role also involves identifying recurring issues, recommending process improvements, and maintaining customer satisfaction by ensuring timely resolutions. Escalations Managers often work in industries like technology, telecommunications, or customer service, where managing customer relationships is critical.

How does an escalations manager typically collaborate with cross-functional teams to resolve complex customer issues?

As an Escalations Manager, you will regularly work with teams such as customer support, product development, engineering, and sales to address and resolve challenging customer concerns. This collaboration often involves facilitating meetings, collecting technical details, and ensuring all stakeholders are aligned on the resolution strategy. Effective communication and strong problem-solving skills are key, as you’ll need to coordinate resources and provide customers with timely updates. Building strong relationships with internal teams is essential to expedite solutions and prevent similar issues in the future.

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

To thrive as an Escalations Manager, you need expertise in problem-solving, conflict resolution, and customer service, typically backed by experience in support or operations management. Familiarity with CRM platforms like Salesforce, ticketing systems, and data analysis tools is often required, alongside certifications in ITIL or customer service management. Strong communication, emotional intelligence, and leadership skills help you defuse tense situations and guide teams effectively. These abilities are crucial for resolving high-impact issues quickly, maintaining customer satisfaction, and protecting the company’s reputation.

What is the difference between Escalations Manager vs Customer Support Manager?

AspectEscalations ManagerCustomer Support Manager
ResponsibilitiesHandles complex customer issues, manages escalation processes, resolves high-priority complaintsOversees customer service teams, manages support operations, improves customer satisfaction
Required SkillsProblem-solving, conflict resolution, communication, technical knowledgeLeadership, communication, customer service skills, team management
Work EnvironmentFast-paced, problem-solving focused, often within customer service or technical support teamsTeam management, strategic planning, customer interaction
Common Industry UsageTechnology, telecommunications, SaaS companiesRetail, finance, technology, service industries

The Escalations Manager focuses on resolving complex and high-priority customer issues, often requiring technical expertise and problem-solving skills. In contrast, the Customer Support Manager oversees the entire support team, ensuring overall customer satisfaction and support efficiency. Both roles are vital in customer service but differ in scope and focus.

How to become an escalations manager?

To become an escalations manager, candidates typically need several years of experience in customer service, support, or operations roles, along with strong problem-solving and communication skills. A bachelor's degree in business, management, or a related field is often preferred, and familiarity with customer relationship management (CRM) tools can be beneficial. Developing leadership abilities and understanding company policies for handling complex issues are also important for advancement into this role.
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Cities with the most Escalations Manager job openings:

What are the most commonly searched types of Escalations jobs?

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What states have the most Escalations Manager jobs?

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Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in the United States as of August 2026, with employment types broken down into 88% Full Time, 11% Part Time, and 1% Contract. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution, with an average salary of $102,286 per year, or $49.2 per hour.

Fraud Escalations Manager

RemX

Alpharetta, GA • On-site

$1/hr

Full-time

Re-posted 25 days ago

Job description

Seeking a Fraud Escalations Manager in Alpharetta, GA. The role ensures escalations are handled consistently, properly documented, and aligned with financial crimes standards, including identification and reporting of suspicious activity.


Salary is negotiable but starting at $80k

Location - On-site Alpharetta, GA

Job Functions

  • 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.
  • Support improved escalation outcomes by coaching on-the-spot during live escalations and ensuring the escalation pathway is used appropriately.
  • Reinforce Customer Care standards for identifying and responding to unusual activity, including the requirement to submit an Unusual Incident Report (UIR) when appropriate.
  • 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.
  • Partners with stakeholders to continuously improve processes and refine procedures in response to evolving risk.
  • Prepares and delivers reporting on escalation activity, trends, and outcomes to support leadership visibility and decision-making.
  • Coordinates with cross-functional partners to resolve complex escalations and ensure alignment with operational, compliance, and risk requirements.
  • Responsible for hiring, developing, coaching, leading, and retaining top talent capable of high-level performance in their respective positions.

Knowledge, Skills & Abilities

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


Qualifications

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



Company Description

The professional staffing division of EmployBridge, America's Leading Workforce Specialist:
When our Talent is looking for their next opportunity, we know they are not just looking for their next paycheck. Our Recruiters are experts in their specialized fields and understand that making the right match between the candidate and the company, is the key to long term success.

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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About RemX

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RemX is a proven leader in the Contract to Hire job industry. We help place the right people in the right jobs. Let us help you today!

Industry

Recruiting and staffing services

Company size

501 - 1,000 Employees

Headquarters location

Atlanta, GA, US

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