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Escalations Manager Jobs (NOW HIRING)

GT Independence

Escalations Manager

Waterbury, CT · On-site

$70K/yr

The Escalations Manager specializes in escalation and resolution, playing a pivotal role in addressing and resolving complex customer issues that escalate beyond the first level of support. The goal ...

GT Independence

Escalations Manager

Waterbury, CT · On-site

$70K/yr

The Escalations Manager specializes in escalation and resolution, playing a pivotal role in addressing and resolving complex customer issues that escalate beyond the first level of support. The goal ...

GT Independence

Escalations Manager

Southington, CT · On-site

$70K/yr

The Escalations Manager specializes in escalation and resolution, playing a pivotal role in addressing and resolving complex customer issues that escalate beyond the first level of support. The goal ...

Lytx

Escalations Manager, Technical Support

San Diego, CA · On-site

$97K - $123K/yr

It does not include direct people management or engineering ownership. You'll Get to : * Own high-severity and high-risk customer escalations, including directly handling select escalations end-to ...

Nexus IT Inc

IT Escalations Technician

Salt Lake City, UT · Hybrid

$60K - $75K/yr

Frontline Services Tier 2 Escalations Manager Employment Type: Full-Time, Exempt Compensation: $60K - $75K annually (commensurate with experience and education) Purpose of the Role The Escalations ...

Symbotic

Escalation Manager

Wilmington, MA · On-site

$51.92 - $71.39/hr

The Escalation Manager unblocks response teams, coordinates cross-functional engagement, and manages the external "incident choreography" so that technical work proceeds without distraction and ...

Snowflake

Staff Escalation Manager

Menlo Park, CA · On-site +1

$140K - $183K/yr

Manage customer-facing communications for Escalations as well as the development and execution of a "Get Well Plan", understanding all aspects of the situation and developing a clear scope and get ...

Snowflake

Staff Escalation Manager

Dublin, CA

$46K - $64K/yr

Manage customer-facing communications for Escalations as well as the development and execution of a "Get Well Plan", understanding all aspects of the situation and developing a clear scope and get ...

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 ...

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 ...

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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 Jun 17, 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.

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 are Escalations Managers?

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.

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.

More about Escalations Manager jobs
What cities are hiring for Escalations Manager jobs? Cities with the most Escalations Manager job openings:
What are the most commonly searched types of Escalations jobs? The most popular types of Escalations jobs are:
What states have the most Escalations Manager jobs? States with the most job openings for Escalations Manager jobs include:
What job categories do people searching Escalations Manager jobs look for? The top searched job categories for Escalations Manager jobs are:
Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in the United States as of June 2026, with employment types broken down into 94% Full Time, 2% Part Time, 2% Contract, and 2% Summer. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $102,286 per year, or $49.2 per hour.
Escalations Manager

Escalations Manager

GT Independence

Waterbury, CT • On-site

$70K/yr

Full-time

Posted 28 days ago

GT Independence rating

6.5

Company rating: 6.5 out of 10

Based on 55 frontline employees who took The Breakroom Quiz

74th of 228 rated social care providers

Job description

Work for a company where you make a difference in people's lives every day!
At GT, we know that our people are at the heart of our success. If you love your work, enjoy collaboration, and want to learn, you've come to the right place! Let us help you discover a new passion for doing good in a growing industry.
GT Independence has won numerous awards and recognitions for being a great workplace, including being named a National "Best and Brightest Companies to Work For" in 2025! We also received the "Great Place Place To Work" Certification for 2025-2026!
Position Summary:
The Escalations Manager specializes in escalation and resolution, playing a pivotal role in addressing and resolving complex customer issues that escalate beyond the first level of support. The goal is to ensure customer satisfaction and loyalty by developing effective solutions across markets, maintaining high service standards, and improving overall service standards.
Key Responsibilities:
  • Issue Resolution: Take ownership of escalated customer issues, investigating the root causes and collaborating with cross-functional teams to develop effective and sustainable solutions. Resolve or provide updates to open issues every 24 hours.
  • Stakeholder Communication: Serve as the main point of contact for escalated issues, ensuring all internal stakeholders, including CT Operations, Directors of Operations and Executive Team, are informed of developments and outcomes.
  • Information Gathering: Work closely with CT Directors of Operations and Managers across various operational areas (enrollment, processing, support, payroll, claims) to gather necessary information and insights to facilitate effective issue resolution.
  • Process Improvement: Leverage customer success platforms (Fresh Service) and standardized processes to track escalations, responses, and resolution timeliness. Continuously analyze current processes and customer feedback to recommend improvements in the escalation and resolution process. Participate in stakeholder meetings to compare escalation trends to stakeholder improvement opportunities.
  • Team Collaboration: Work closely with cross functional operational areas (enrollment, processing, support, payroll, claims, legal, compliance) and other departments including Business Development, and Information Technology, to ensure cohesive customer experience.
  • Performance Metrics: Monitor and report on the success of resolution efforts, utilizing customer satisfaction metrics and other key performance indicators. Leverage Customer Success platforms (Fresh Service).
  • Training Initiatives: Assist in developing training programs to enhance the skills of the service delivery teams in handling and preventing future escalations.

Education:
  • Bachelor's degree in business administration, Communications, or a related field.

Experience and Qualifications:
  • Minimum of 3-5 years of experience in customer service or success roles, with at least 2 years in an escalation or crisis resolution capacity.
  • Proven track record of resolving complex customer issues and driving customer satisfaction.
  • Strong analytical skills and the ability to think critically to solve problems under pressure.
  • Excellent communication and interpersonal skills, with the ability to manage sensitive situations diplomatically.
  • Resilient and adaptable, capable of working in dynamic environments.
  • Customer-focused mindset with a strong commitment to improving customer experience by providing themes and recommendations to improve based on individual resolutions.
  • Detail oriented to ensure fact gathering, resolution tracking, and resolution trend reporting
  • Leadership qualities and the ability to influence cross-functional teams.

Preferred Qualifications:
  • Experience in Fiscal Intermediary, Medicaid, and Call Center(s).
  • Familiarity with CRM software and Customer Success (Fresh Service) platforms.
  • Multilingual abilities are a plus to cater to diverse markets.

Work Environment:
  • Work is performed in an office setting.

GT Independence is a national, family-owned organization and a trusted leader in personal and financial services for people in need of home and community-based care throughout the country. We help thousands of people in public health programs across the country find and hire their own personal assistants.
Our Operations team strives to create trust, autonomy and even fun. We believe that everyone can contribute and that the best employees are intrinsically motivated, so we excel because we respect each other and we love what we do.
We value excellence, but we won't micromanage to achieve it. If you are self-motivated, we'll give you the freedom to succeed on your own. Team members enjoy flexible time off, competitive wages and benefits and the opportunity to grow professionally.
What Culture & Belonging Means at GT: Bring Your Authentic Self To Work
GT is committed to being a welcoming and inclusive community. We aspire for all staff to feel comfortable bringing their full, authentic selves to work. We want people to feel valued and have a sense of belonging. GT strives to create a workforce that reflects the communities we serve. We recognize that our diversity makes us stronger. It also drives innovation and ultimately helps us achieve our mission of self-determination.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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