ZipRecruiter

Log In

1

Escalations Manager Jobs in Riverside, CA (NOW HIRING)

Novanta

Customer Program Manager

Irvine, CA

$111K - $166K/yr

Escalation & Risk Management: Proactively identifies risks, manages customer escalations, and drives root cause analysis and corrective actions to protect delivery, quality, and customer trust.

Novanta, Inc.

Customer Program Manager

Irvine, CA · On-site

$111K - $166K/yr

Escalation & Risk Management: Proactively identifies risks, manages customer escalations, and drives root cause analysis and corrective actions to protect delivery, quality, and customer trust.

Yum Brands

Staff Product Manager

Irvine, CA · Hybrid

$137K - $162K/yr

Manage the technical relationship with the DMB vendor, including QBRs, SLA performance, and escalation management * Ensure reliability, scalability, and performance of DMB systems to support business ...

Yum! Brands

Staff Product Manager

Irvine, CA · Hybrid

$137K - $162K/yr

Manage the technical relationship with the DMB vendor, including QBRs, SLA performance, and escalation management * Ensure reliability, scalability, and performance of DMB systems to support business ...

Yum

Staff Product Manager

Irvine, CA · On-site

$137K - $162K/yr

Manage the technical relationship with the DMB vendor, including QBRs, SLA performance, and escalation management * Ensure reliability, scalability, and performance of DMB systems to support business ...

next page

Showing results 1-20

All JobsEscalations JobsEscalations Manager JobsEscalations Manager Jobs in Riverside, CA

Escalations Manager information

See Riverside, CA salary details

$37K

$106.7K

$172.1K

How much do escalations manager jobs pay per year?

As of Jul 18, 2026, the average yearly pay for escalations manager in Riverside, CA is $106,711.00, according to ZipRecruiter salary data. Most workers in this role earn between $79,300.00 and $134,600.00 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.

What are popular job titles related to Escalations Manager jobs in Riverside, CA? For Escalations Manager jobs in Riverside, CA, the most frequently searched job titles are:
What job categories do people searching Escalations Manager jobs in Riverside, CA look for? The top searched job categories for Escalations Manager jobs in Riverside, CA are:
What cities near Riverside, CA are hiring for Escalations Manager jobs? Cities near Riverside, CA with the most Escalations Manager job openings:
Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in Riverside, CA as of July 2026, with employment types broken down into 90% Full Time, 6% 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 $106,711 per year, or $51.3 per hour.
Customer Support - Senior Support Specialist

Customer Support - Senior Support Specialist

lightbox

Irvine, CA

Other

Posted 24 days ago

Job description

Position OverviewThis position acts as an escalation point for support teams, partners with internal teams to resolve recurring or complex issues, and contributes to process improvements that enhance support efficiency, customer satisfaction, and product quality. The Senior Support Specialist works closely with Client Support, Product, Engineering, and other cross-functional partners to investigate issues, communicate effectively with customers, identify trends, and support timely resolution of customer-impacting problemsThe ideal candidate is a highly analytical and customer-focused technical support professional with strong SaaS troubleshooting experience, strong communication skills, experience using ticketing or CRM systems, and working knowledge of SQL, APIs, data analysis, and technical support processes.

What you will do and achieve

  • Act as an escalation point for support teams by investigating and resolving complex technical, functional, data, and integration-related issues.
  • Provide in-depth troubleshooting, data analysis, root-cause investigation, and resolution support for advanced software, platform, and customer issues.
  • Communicate with customers during escalated issues, urgent matters, outages, or service-impacting events, ensuring updates are clear, timely, and professional.
  • Collaborate with Engineering, Product Management, Client Support, and other internal teams to resolve escalated customer issues and support corrective actions.
  • Identify recurring issues, support root-cause analysis, and provide feedback to internal teams to improve product quality, support processes, and the customer experience.
  • Design, document, and support automated workflows, technical processes, and internal tools that reduce manual effort and improve support resolution times.
  • Mentor support specialists by providing guidance, training, case review, and support in handling complex or challenging customer issues.
  • Monitor support trends, ticket patterns, and customer feedback to proactively identify opportunities to reduce ticket volume and improve customer satisfaction.
  • Contribute to product improvement by capturing, documenting, and communicating customer feedback, recurring pain points, and product enhancement opportunities.
  • Participate in testing new product releases to identify potential customer-impacting issues before release and provide feedback to Product and Engineering teams.
  • Maintain accurate documentation of troubleshooting steps, customer communications, issue resolutions, and internal process updates.
  • Use ticketing, CRM, chat, and support platforms to manage customer issues, maintain service levels, and ensure timely follow-up.
  • Provide occasional after-hours support on a rotational basis to address urgent or critical customer needs.
  • Work independently and collaboratively in a fast-paced environment while maintaining professionalism, accuracy, and strong customer focus.
  • This is a non-exempt position within the applicable hourly range based on a 40-hour work week.
Who you are
Education
  • Bachelor’s degree in Computer Science, Information Technology, Information Systems, Business, or a related field preferred, or equivalent work experience.
  • Additional certifications in SaaS platforms, customer support, technical support, IT, data analysis, or related technologies preferred.
Experience
  • 5+ years of experience in customer support, technical support, product support, or a related role, preferably within a SaaS, technology, or data-focused environment.
  • Experience supporting customers or users in a SaaS platform environment.
  • Experience troubleshooting and resolving complex technical, functional, data, or integration-related issues.
  • Experience using CRM, ticketing, chat, or issue management systems such as Intercom, Zendesk, Salesforce, Jira, or similar platforms.
  • Experience using SQL, APIs, data analysis tools, logs, or related technical resources to investigate and resolve customer or platform issues.
  • Experience collaborating with Product, Engineering, Client Support, and other cross-functional teams to resolve escalated issues.
  • Experience mentoring, coaching, or providing guidance to support team members preferred.
  • Experience with real estate data, property data, location intelligence, or commercial real estate technology preferred.
Key Knowledge & Skills
  • Strong knowledge of SaaS platforms, technical support processes, customer escalation management, and software troubleshooting.
  • Working knowledge of SQL, APIs, data analysis, integrations, logs, and related technical investigation tools.
  • Strong problem-solving skills with the ability to diagnose complex issues, evaluate possible causes, and determine appropriate next steps.
  • Strong written and verbal communication skills, including the ability to explain technical issues clearly to customers and internal stakeholders.
  • Strong customer service skills with the ability to remain professional, calm, and solution-oriented during escalated or urgent situations.
  • Ability to collaborate effectively with Product, Engineering, Client Support, and other internal teams to resolve issues and improve processes.
  • Ability to identify recurring issues, document trends, and recommend product or process improvements.
  • Strong organizational skills with the ability to manage multiple cases, priorities, and deadlines in a fast-paced support environment.
  • Ability to learn new systems, tools, products, and technical concepts quickly and apply that knowledge to customer issues.
Core Competencies
  • Analytical Thinking - Diagnoses complex technical, functional, data, and integration-related issues and uses sound judgment to determine effective solutions.
  • Customer Focus - Demonstrates a strong commitment to resolving customer issues, communicating clearly, and delivering a positive support experience.
  • Technical Problem Solving - Applies technical knowledge, troubleshooting skills, and available tools to investigate issues and support timely resolution.
  • Communication - Communicates clearly and professionally with customers, team members, and cross-functional partners in both written and verbal formats.
  • Collaboration - Works effectively with Client Support, Product, Engineering, and other teams to resolve issues and improve the customer experience.
  • Mentorship - Provides guidance, coaching, and support to team members handling complex or escalated cases.
  • Adaptability - Thrives in a dynamic, fast-paced environment and adjusts effectively to changing priorities, systems, and customer needs.
  • Ownership & Accountability - Takes responsibility for escalated issues, follows through on commitments, and ensures cases are documented and resolved appropriately.
  • Continuous Improvement - Identifies recurring issues, recommends improvements, and contributes to stronger processes, tools, and product quality.

Apply