Customer Care Manager-UK

Escalation Manager
Directly reporting to the Manager, Customer Care, the Escalation Manager is a critical role within Certinia’s Global Customer Care organization, ensuring that our most complex and visible customer issues are managed with precision, urgency, and care.

You will act as a bridge between customers, Support, Product, Engineering, and Executive stakeholders, driving accountability and communication from the case level to multi-account and executive‑sponsored escalations. This position requires exceptional judgment, communication, and coordination skills. You will oversee high‑priority escalations from start to resolution, balancing the need for timely customer updates with the rigor of internal alignment. Success in this role means strengthening customer trust, reducing business risk, and creating long‑term value by improving how we manage and prevent escalations.

Key Responsibilities

Own end‑to‑end management of escalations, from single critical cases to multi‑account and executive‑level visibility issues.

Serve as the central point of coordination between Support Analysts, Product Support Engineers, Customer Success, Professional Services, and Product/Engineering teams.

Establish clear next steps, ensure accountability, and maintain consistent progress across all stakeholders.

Provide timely, transparent, and professional communication to customers, including executives, ensuring expectations are set and met.

Partner with leadership to assess business impact, customer sentiment, and required level of visibility for each escalation.

Actively participate in and monitor internal “swarms” and cross‑functional working sessions to ensure accountability, progress tracking, and alignment.

Proactively identify patterns or systemic risks across escalations and provide insights to influence product improvements, support processes, and customer outcomes.

Represent escalation status, risk, and progress to internal executives and in some cases, directly to customer executives.

Contribute to the continuous improvement of Certinia’s Escalation Playbook, tooling, and reporting practices.

Qualifications

Proven experience managing complex, customer‑facing escalations within a technology, SaaS, or enterprise software environment.

Strong professional presence with the ability to influence without direct authority across multiple teams and stakeholders.

Excellent written and verbal communication skills, with the ability to engage confidently at both technical and executive levels.

High degree of organizational skill and attention to detail, with the ability to manage multiple escalations simultaneously.

Strong problem‑solving and critical thinking abilities; able to assess both immediate needs and long‑term resolution strategies.

Experience collaborating with Product, Engineering, Support, and Customer Success teams in a fast‑paced environment.

Comfort working with ambiguity, stress, and high‑visibility scenarios where customer trust and business impact are at stake.

Self‑sufficient and proactive, able to operate with minimal supervision while driving alignment and action. A customer‑first mindset paired with persistence, empathy, and professionalism.

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