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Escalations Manager Jobs in California (NOW HIRING)

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 ...

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 ...

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 ...

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 ...

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 ...

Vapi

Incident and Escalation Manager

San Francisco, CA · On-site

$180K - $220K/yr

Keep a written handoff and a named deputy so escalations stay covered when you are out. What you bring * 8 to 12 years across incident management, escalation management, technical support escalations ...

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$35K

$100.9K

$162.8K

How much do escalations manager jobs pay per year?

As of Aug 28, 2026, the average yearly pay for escalations manager in California is $100,946.00, according to ZipRecruiter salary data. Most workers in this role earn between $75,000.00 and $127,300.00 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.

What are the most commonly searched types of Escalations jobs in California?

The most popular types of Escalations jobs in California are:

What are popular job titles related to Escalations Manager jobs in California?

For Escalations Manager jobs in California, the most frequently searched job titles are:

What job categories do people searching Escalations Manager jobs in California look for?

The top searched job categories for Escalations Manager jobs in California are:

What cities in California are hiring for Escalations Manager jobs?

Cities in California with the most Escalations Manager job openings:

Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in California as of August 2026, with employment types broken down into 90% Full Time, 9% Part Time, and 1% Contract. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution, with an average salary of $100,946 per year, or $48.5 per hour.

Executive Escalations Manager

San Francisco, CA • On-site, Remote

Rippling
Software Development • 51 - 200 employees

8.9

Company rating: 8.9 out of 10

Based on 15 frontline employees who took The Breakroom Quiz

40th of 246 rated software companies

Great coworkers

Good employer

Paid breaks

Learn more about Ripplingexternal

$100K - $145K/yr

Full-time

This job post has expired 3 days ago. Applications are no longer accepted.

Job description

About Rippling
Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.
Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365-all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $1.4B+ from the world's top investors-including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock-and was named one of America's best startup employers by Forbes.
We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.
About the role
In this highly visible role, you will be responsible for tackling complex, challenging, and often ambiguous problems and driving real improvements to the business on behalf of the Executive team at Rippling. Acting as a liaison for our E-Staff, you'll identify and define critical product and operational challenges and drive solutions to ensure successful resolution of complex customer issues.
You are right for this role if you get energized by ownership and rapid growth. You understand that businesses need to deliver an exceptional customer experience to be successful. You are not afraid to get your hands dirty to deliver outcomes for customers, and you thrive in intense situations. You are a talented customer-facing operator, confident in project managing cross-functionally with multiple stakeholders, and passionate about solving the whole problem. Working with great people is a non-negotiable priority for you, because you excel as part of a collaborative, high-performance team.
Please note: Only considering candidates based in PST time zone.
What you will do
  • 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 efficiently, demonstrating control and leadership in high-stakes situations. Communicate complex scenarios with simple, clear, and strategic written and verbal communications.
  • Act as an Executive liaison: Execute on behalf of our Executive team. Instill trust while serving as the customer's single point of contact and champion.
  • Work cross-functionally with key Rippling stakeholders: Build and maintain strong working relationships across the company - from executives to product, engineering, and support.
  • Analyze trends and root causes: Conduct thorough root cause analysis on each escalation to identify trends and drive effective process improvement. Share trends analysis with executive leadership.
  • Partner directly with customers: Engage with customers to navigate complex challenges, resolve critical issues, and strengthen their trust in Rippling's products and services.

What you will need
  • Experience in operations, consulting, banking, customer success, or another customer-facing generalist role
  • Executive communication skills - adept at distilling complex, critical information into concise insights and delivering clear, polished, and direct messaging tailored for executive stakeholders
  • Client-facing communication skills - skilled at building trust with customers by remaining composed in high-stress situations, navigating sensitive conversations with empathy, and effectively de-escalating conflict.
  • Extremely driven and ambitious with bias for action
  • Have a solid track record of achievement - e.g. consistently delivered measurable business impact, quickly assumed increasing responsibility, or earned competitive recognition/ awards
  • Quick learner with the ability to adapt to a fast-paced, high-growth environment
  • Can break complex problems into smaller, actionable solution steps and drive execution with ownership
  • Have excellent written and verbal communication in English with a strong attention to detail
  • Ability to partner cross-functionally with a sense of urgency and influence without authority
  • Previous experience in a fast-growth startup is preferred but not required

Additional Information
Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accommodations@rippling.com
Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.
This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
A variety of factors are considered when determining someone's compensation-including a candidate's professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
#li-remote
#li-hybrid
The pay range for this role is:
100,000 - 145,000 USD per year (US Tier 1)
90,000 - 135,000 USD per year (US Tier 2)
80,000 - 125,000 USD per year (US Tier 3)

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