Customer Escalation Manager

A company is looking for an Escalation Manager.

Key Responsibilities Lead the resolution of high-priority customer escalations while ensuring a positive customer experience Manage the end-to-end lifecycle of escalations, ensuring compliance with SLAs and internal quality standards Facilitate cross-functional collaboration to deliver timely resolutions and maintain escalation documentation

Required Qualifications 5+ years of experience in customer escalation management, customer success, or related fields Proven ability to manage complex, high-severity escalations while maintaining strong customer experience Experience supporting AI-enabled products, platforms, or workflows Demonstrated ability to lead cross-functional teams and influence outcomes without direct authority Strong organizational skills with the ability to manage multiple priorities under pressure