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Escalations Manager Jobs (NOW HIRING)

RemX

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Escalations Manager

Little Rock, AR · On-site

$80K/yr

Escalation Manager - Fraud (Customer Care Centers) Location: Little Rock, AR Pay: Salary is negotiable starting around $80K, based on experience. Schedule: Monday-Friday, 8am-5pm EST + rotating ...

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 ...

Global Lending Services

Escalations Manager

Tempe, AZ · On-site

The Call Center Team Manager is responsible for the management of all aspects of their assigned ... Handle escalated calls and disputes and maintain professional phone etiquette skills * Foster a ...

RemX

Fraud Escalations Manager

Atlanta, 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 ...

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 ...

Momentum Solar

Escalations Agent

$19.25 - $25.50/hr

This role is responsible for managing escalated customer cases from intake through resolution while maintaining proactive communication based on agreed-upon follow-up schedules. The Escalations Agent ...

Phil

Client Escalations Specialist

This position will focus on managing complex prescription and access-related issues, coordinating cross-functional resolution efforts, and improving escalation workflows to support scale. Reporting ...

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 Jul 8, 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 July 2026, with employment types broken down into 93% Full Time, 3% Part Time, 1% Temporary, 2% Contract, and 1% Summer. Highlights an 85% Physical, 4% Hybrid, and 11% Remote job distribution, with an average salary of $102,286 per year, or $49.2 per hour.
Escalations Manager

Escalations Manager

RemX

Little Rock, AR • On-site

$80K/yr

Full-time

Medical, Dental, Vision

Posted 5 days ago

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Job description

Escalation Manager – Fraud (Customer Care Centers)

Location: Little Rock, AR

Pay: Salary is negotiable starting around $80K, based on experience.

Schedule: Monday–Friday, 8am–5pm EST + rotating Saturdays (2–3/month)

We are looking for Escalation Manager to lead a team handling fraud-related customer escalations.

This role is ideal for someone with a strong background in fraud investigations, risk mitigation, and call center leadership, not general escalations.

Key Responsibilities:

  • Manage a team of 10–12 agents handling inbound fraud-related customer calls
  • Provide real-time guidance on escalations and deliver effective solutions
  • Coach and train staff to identify red flags and suspicious activity
  • Oversee follow-ups during fraud investigations and enhance customer experience
  • Help build an outbound function to proactively alert customers of potential fraud
  • Analyze trends, reporting, and recommend process improvements

What We’re Looking For:

  • Proven experience in fraud operations or fraud escalations (banking/financial preferred)
  • Prior call center leadership experience
  • Strong problem-solving, coaching, and analytical skills
  • Ability to balance risk mitigation with customer care

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

Sourced by ZipRecruiter

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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