Escalation Manager
San Mateo, CA · On-site
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
Escalation Manager
San Mateo, CA · On-site
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
Escalation Manager
Boston, MA · On-site
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
Escalation Manager
Boston, MA · On-site
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
Escalation Manager
Tempe, AZ · On-site
We are a global team building and scaling the world's first and leading autonomous fleet and ... Experience with workflow management tools, escalation systems, and knowledge management practices.
Escalation Manager
Tempe, AZ · On-site
We are a global team building and scaling the world's first and leading autonomous fleet and ... Experience with workflow management tools, escalation systems, and knowledge management practices.
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
Quick apply
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
Escalation Manager
Tempe, AZ · On-site
We are a global team building and scaling the world's first and leading autonomous fleet and ... Experience with workflow management tools, escalation systems, and knowledge management practices.
Escalation Manager
Tempe, AZ · On-site
We are a global team building and scaling the world's first and leading autonomous fleet and ... Experience with workflow management tools, escalation systems, and knowledge management practices.
Technical Escalation Manager
Raleigh, NC · On-site
About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of ... Ability to work across global teams and time zones Qualys is an Equal Opportunity Employer, please ...
Technical Escalation Manager
Raleigh, NC · On-site
About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of ... Ability to work across global teams and time zones Qualys is an Equal Opportunity Employer, please ...
About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of ... Ability to work across global teams and time zones Qualys is an Equal Opportunity Employer, please ...
About the Role We are seeking an experienced Technical Escalation Manager to lead the resolution of ... Ability to work across global teams and time zones Qualys is an Equal Opportunity Employer, please ...
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
Quick apply
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution ...
Global Planning Operations Escalation Manager
Fremont, CA · On-site
$137K - $287K/yr
The impact you'll make The Global Planning & Operations Escalation Manager is responsible for leading end-to-end management of high-severity incidents, chronic issues, and escalated customer or ...
Global Planning Operations Escalation Manager
Fremont, CA · On-site
$137K - $287K/yr
The impact you'll make The Global Planning & Operations Escalation Manager is responsible for leading end-to-end management of high-severity incidents, chronic issues, and escalated customer or ...
Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and ... The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global ...
Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and ... The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global ...
Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and ... The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global ...
Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and ... The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global ...
Infrastructure Escalation Manager Location ... Remote Duration: 6+ months extendable The Global Hosting team is responsible for managing ...
Infrastructure Escalation Manager Location ... Remote Duration: 6+ months extendable The Global Hosting team is responsible for managing ...
Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and ... The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global ...
Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and ... The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global ...
Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and ... The Technical Customer Escalation Manager is a critical operational role within LiveRamp\'s Global ...
Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and ... The Technical Customer Escalation Manager is a critical operational role within LiveRamp\'s Global ...
Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and ... The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global ...
Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and ... The Technical Customer Escalation Manager is a critical operational role within LiveRamp's Global ...
Proactively manage delivery/relationship risks; serve as global escalation owner for systemic quality issues (including DCPD and field performance) and drive corrective action with plants and the COE.
Proactively manage delivery/relationship risks; serve as global escalation owner for systemic quality issues (including DCPD and field performance) and drive corrective action with plants and the COE.
Amazon is seeking a creative and efficient program manager to help Global Fleet and Products manage high-priority issues. This is a new role where the individual will build policies, processes, and ...
Amazon is seeking a creative and efficient program manager to help Global Fleet and Products manage high-priority issues. This is a new role where the individual will build policies, processes, and ...
Amazon is seeking a creative and efficient program manager to help Global Fleet and Products manage high-priority issues. This is a new role where the individual will build policies, processes, and ...
Amazon is seeking a creative and efficient program manager to help Global Fleet and Products manage high-priority issues. This is a new role where the individual will build policies, processes, and ...
Global Escalation Manager information
How does a global escalation manager typically collaborate with cross-functional teams to resolve critical issues?
A Global Escalation Manager works closely with teams such as technical support, engineering, product management, and customer success to address and resolve high-priority customer issues. They coordinate communications, ensure that teams understand the urgency and impact of escalated cases, and facilitate regular status updates. This role often involves organizing cross-departmental meetings, synthesizing complex technical and customer information, and driving teams toward timely and effective solutions, while keeping stakeholders informed throughout the process.
What is a global escalation manager?
A Global Escalation Manager is responsible for overseeing and resolving complex or high-impact issues that arise within a company, often on an international scale. They serve as the main point of contact for critical incidents that require advanced problem-solving and cross-functional coordination. Their role typically involves working with multiple departments, managing timelines, communicating with stakeholders, and ensuring that escalated issues are resolved efficiently and effectively. This position is crucial in maintaining customer satisfaction and protecting the company's reputation, especially in global operations.
What are the key skills and qualifications needed to thrive as a global escalation manager, and why are they important?
To thrive as a Global Escalation Manager, you need expertise in issue resolution, crisis management, and a background in customer service or technical support, often supported by a bachelor's degree in business or a related field. Familiarity with customer relationship management (CRM) platforms, ticketing systems, and escalation tracking tools is typically required. Exceptional communication, leadership, and problem-solving skills are crucial for building trust and managing high-pressure situations across global teams. These skills ensure effective resolution of critical incidents, maintain customer satisfaction, and uphold the company’s reputation worldwide.
What is the difference between Global Escalation Manager vs Customer Support Manager?
| Aspect | Global Escalation Manager | Customer Support Manager |
|---|---|---|
| Primary Focus | Managing escalated issues across global operations to ensure timely resolution | Overseeing customer support teams to improve service quality and customer satisfaction |
| Work Environment | Global offices, cross-functional teams, technical and operational settings | Customer service centers, call centers, client-facing environments |
| Required Skills | Problem-solving, communication, technical knowledge, crisis management | Leadership, communication, customer service expertise, conflict resolution |
The Global Escalation Manager primarily handles complex, high-priority issues across multiple regions, focusing on technical and operational escalations. In contrast, the Customer Support Manager concentrates on managing support teams and improving customer experience. Both roles require strong communication skills but differ in scope and daily responsibilities.
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Job description
Company Description
Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
There's another option. Freshworks. With a fresh vision for how the world works.
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
Fresh vision. Real impact. Come build it with us.
Job Description
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution, communication, and recovery.
You will lead cross-functional "situation rooms," advocate for the customer internally, restore trust externally, and drive systemic improvements to prevent recurrence. This is a highly visible, high-impact individual contributor role that directly influences customer retention, revenue at risk, executive confidence, and product improvement.
Escalations are defining customer moments. How we respond during critical situations directly impacts retention, expansion, revenue protection, and brand trust. This role ensures Freshworks responds with speed, clarity, accountability, and empathy - every time.
Key Responsibilities: What You Will Do
Own & Orchestrate Critical Escalations
Lead Situation Rooms & Executive Engagement
Advocate for the Customer
Drive Root Cause & Prevention
Measure & Improve Performance
Qualifications
Experience
Skills & Competencies
Additional Information
We're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions.
If this sounds like a journey you want to be part of, we'd love to meet you. Let's building something refreshing together.
The annual base salary range for this position is $115,940 - $143,200 Base Salary. This role is also eligible for bonus compensation.
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.
At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.
Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
There's another option. Freshworks. With a fresh vision for how the world works.
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
Fresh vision. Real impact. Come build it with us.
Job Description
As an Escalation Manager in Global Customer Service (GCS), you will own high-severity and executive-level escalations end-to-end, serving as the single point of accountability for resolution, communication, and recovery.
You will lead cross-functional "situation rooms," advocate for the customer internally, restore trust externally, and drive systemic improvements to prevent recurrence. This is a highly visible, high-impact individual contributor role that directly influences customer retention, revenue at risk, executive confidence, and product improvement.
Escalations are defining customer moments. How we respond during critical situations directly impacts retention, expansion, revenue protection, and brand trust. This role ensures Freshworks responds with speed, clarity, accountability, and empathy - every time.
Key Responsibilities: What You Will Do
Own & Orchestrate Critical Escalations
- Serve as the primary point of contact for high-severity and executive-level escalations.
- Assess business impact, risk exposure, and stakeholder landscape.
- Triage, prioritize, and align cross-functional teams across Support, Product, Engineering, Success, and Services.
- Establish clear ownership, action plans, timelines, and success criteria.
- Maintain momentum until full customer stabilization.
Lead Situation Rooms & Executive Engagement
- Facilitate internal and customer-facing escalation calls.
- Drive structured escalation management and cross-functional accountability.
- Deliver concise, executive-ready summaries outlining business impact, technical findings, mitigation strategy, and next steps.
- Communicate confidently with C-level stakeholders during high-pressure scenarios, especially where significant revenue exposure exists.
Advocate for the Customer
- Ensure the customer's voice is clearly represented in internal discussions.
- Demonstrate empathy while setting realistic and transparent expectations.
- Rebuild trust through consistent communication and follow-through.
- Manage conflict and align diverse perspectives toward resolution.
Drive Root Cause & Prevention
- Conduct post-mortems for major escalations.
- Partner with Product and Engineering to address systemic issues.
- Track corrective actions to completion.
- Identify recurring trends and recommend structural improvements.
- Build and refine escalation playbooks and best practices.
Measure & Improve Performance
- Track and report on key metrics including escalation volume/trends, revenue protected/at risk, customer satisfaction post-escalation, etc.
- Contribute to dashboards and executive reporting.
- Continuously improve workflows, documentation, and cross-functional collaboration.
Qualifications
Experience
- 6+ years in enterprise Support, Customer Success, Technical Program Management, or Incident Management within a SaaS environment.
- 3+ years managing high-severity or executive-level escalations.
- Proven experience working with enterprise or high-revenue accounts.
- Experience partnering closely with Product and Engineering teams to resolve complex issues.
Skills & Competencies
- Clear, concise, and confident communicator - comfortable interacting with senior executives internally and externally.
- Able to translate complex technical concepts into business-impact language.
- Demonstrated ability to influence across Product, Engineering, Support, & Success
- Data-driven mindset with experience identifying trends and systemic risks.
- Skilled in root cause analysis and post-incident review frameworks.
- Ability to move from reactive firefighting to preventative strategy.
- Comfortable managing multiple high-priority escalations simultaneously.
Additional Information
We're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions.
If this sounds like a journey you want to be part of, we'd love to meet you. Let's building something refreshing together.
The annual base salary range for this position is $115,940 - $143,200 Base Salary. This role is also eligible for bonus compensation.
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.
At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.