ZipRecruiter

Log In

1

Escalations Manager Jobs in Georgia (NOW HIRING)

Eptura

Manager, Support

Atlanta, GA · On-site

Escalations are handled with urgency, transparency, and sound judgment, with clear root cause ... Monitor and manage key support metrics, including ticket volume, SLA adherence, backlog, aging ...

New

RaceTrac

Senior Incident Manager

Atlanta, GA

The Senior Manager ensures incidents are managed consistently, escalations are effective, and learnings translate into measurable reductions in customer and business impact. What You'll Do:

Eptura

Manager, Support

Atlanta, GA · On-site +1

Manager, Support Department: Support Employment Type: Full Time Location: US Description Shape the ... Escalations are handled with urgency, transparency, and sound judgment, with clear root cause ...

next page

Showing results 1-20

All JobsEscalations JobsEscalations Manager JobsEscalations Manager Jobs in Georgia

Escalations Manager information

See Georgia salary details

$30K

$86.4K

$139.3K

How much do escalations manager jobs pay per year?

As of Aug 24, 2026, the average yearly pay for escalations manager in Georgia is $86,368.00, according to ZipRecruiter salary data. Most workers in this role earn between $64,200.00 and $108,900.00 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 Georgia?

The most popular types of Escalations jobs in Georgia are:

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

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

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

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

What cities in Georgia are hiring for Escalations Manager jobs?

Cities in Georgia with the most Escalations Manager job openings:

Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in Georgia as of August 2026, with employment types broken down into 80% Full Time, 11% Part Time, 6% Contract, and 3% Nights. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution, with an average salary of $86,368 per year, or $41.5 per hour.

Staff Technical Escalations Manager

Outreach

Atlanta, GA • On-site, Remote

Full-time

Posted 3 days ago

New

Job description

About the Team: 

The Escalations and Supportability team is part of the Outreach Support organization and is focused on reducing customer and internal friction by building predictable, data-driven processes that improve both customer outcomes and internal coordination. We partner closely with Product, Engineering, and Customer Success to manage critical incidents, prevent recurrences, and drive long-term improvements in product quality and supportability. The team also owns the incident management and the red account program ensuring consistent processes, accountability, and communication across all major customer-impacting events. 

The Role: 

As a Staff Technical Escalations Manager at Outreach, you thrive on challenge, remain calm under pressure, and have a proven ability to navigate complex cross-functional issues where ownership, priority, customer impact, or resolution path may be unclear. You are a strong communicator, a systems thinker, and a trusted advocate for customers and internal teams alike. You are technically competent, process-oriented, and motivated by impact rather than urgency alone. 

Outreach has a Red Account Program and an Incident Management Program, our frameworks for identifying, prioritizing, and managing high-impact customer and platform issues. We are looking for an individual who will own, scale, and continuously improve both programs, ensuring that critical incidents and escalations receive coordinated, proactive, and transparent communication across stakeholders. This role will also lead incident response coordination, post-mortem analysis, stakeholder alignment, and long-term risk mitigation. 

You will partner with Product, Engineering, Success, Technical Account Management, and Support to ensure every escalation and incident has a clear owner, timeline, decision path, and communication plan. This is a highly cross-functional role that requires situational awareness, executive presence, communication judgment, organizational maturity, and operational discipline in complex, ambiguous, and leadership-visible situations. Periodic on-call or after-hours participation may be required to support urgent incidents. 

This person will serve as the point of contact for the most complex and business-critical escalations, interacting across all levels of the organization to understand problems, clarify ambiguity, align stakeholders, negotiate solutions, and execute mitigation plans. You will be responsible for executive-level reporting, root-cause summaries, decision framing, and structured follow-up actions to ensure the customer sees measurable progress and internal teams address recurring drivers of escalation risk. 

Location 

We are open to hiring this position in the Atlanta or Seattle area. This will be a hybrid role (both in-office and remote). 

Your Daily Adventures Will Include:

  • Owning complex, high-impact, and executive-visible customer escalations from initial triage through full resolution 

  • Strong strategic judgment in driving escalation and incident resolution, including the ability to identify the right stakeholders, build effective cross-functional partnerships, frame tradeoffs clearly, and align Product, Engineering, Support, and Customer Success around durable troubleshooting paths and long-term risk reduction. 

  • Leading coordination with internal stakeholders including Customer Success, Sales, Engineering, Operations, and Support to maintain alignment through every stage of the escalation lifecycle and resolve gaps in ownership, priority, communication, or decision-making 

  •  Leading and maturing the global Incident Management Program and ensuring consistent response standards across all incident severities 

  • Running weekly Red Account and Incident Review meetings, ensuring next steps, accountability, and documentation are clear and that material risks, decisions, and escalation needs are surfaced to the right leaders 

  • Creating and refining scalable processes to reduce repeat escalations and improve systemic resilience where process is immature, unclear, or inconsistent across teams 

  • Documenting executive summaries, post-incident reviews, and contributing to the Supportability backlog with audience-specific recommendations, clear owners, and measurable follow-through 

  • Facilitating difficult conversations with clarity and composure, keeping the customer and internal teams aligned on progress when decisions involve ambiguity, tradeoffs, changing expectations, or competing priorities 

  • Delivering post-mortem analyses and lessons learned to strengthen future response and prevention efforts and converting recurring themes into durable operational improvements 

Our Vision of You:

  •  7+ years of experience in technical escalation management, incident management, technical account management, or a similar customer-facing function 

  • Able to communicate effectively at multiple levels-translating complex technical detail for senior executives while engaging deeply with engineers and support teams to drive alignment, decisions, and accountability 

  • Proven track record of managing complex customer escalations and large-scale incident responses with confidence and credibility across senior stakeholders and cross-functional teams 

  • Experience engaging directly with executives and cross-functional leadership in high-pressure situations with executive presence, concise communication, sound judgment, and clear recommendations 

  • Demonstrated ability to drive organizational change through structured process improvement and influence across teams without direct authority 

  • Experience designing, scaling, or maturing an Incident Management or Major Incident Response program 

  • Exceptional written and verbal communication skills with the ability to synthesize technical detail into business context and tailor communication to different audiences based on their needs, technical depth, urgency, and decision-making context 

  • Demonstrated ability to develop and maintain strong working knowledge of Outreach's product, technical architecture, and supporting operational tools, with the ability to navigate them efficiently, apply that knowledge during escalations and incidents, and help others understand how to use available systems and information effectively. 

  • Calm, objective presence under pressure and a bias for accountability, clarity-seeking, adaptability, organizational judgment, influence, and closure 

$95,000 - $145,000 a year
The annual base salary range for this role is $95,000-$145,000 USD. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the your skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
apply for this job

Apply