Escalation Manager

We are currently hiring a Customer Escalation & SLA Manager for an exciting client engagement.

Location:
Edinburgh, UK(Hybrid)

Position: FTC

Duration: 3 to 12 Months

Languages :
English with French, German, or Spanish. (Any 1 language in addition to English)

We are seeking a proactive and detail-oriented Customer Escalation & SLA Manager to oversee the management of customer escalations, monitor support ticket queues, and ensure adherence to service level agreements (SLAs). This role is critical in maintaining high levels of customer satisfaction, driving timely resolution of issues, and continuously improving support processes.

• Own and manage customer escalations end-to-end, ensuring timely resolution and effective communication.
• Act as the primary point of contact for high-priority or sensitive customer issues.
• Coordinate cross-functional teams (engineering, product, support) to drive resolution of escalated incidents.
• Provide regular status updates to stakeholders and customers on escalated cases.
• Identify root causes and implement preventative actions to reduce repeat escalations.
• Monitor support ticket queues in real-time to ensure appropriate prioritisation and workload distribution.
• Ensure tickets are triaged accurately based on severity, impact, and urgency.
• Identify backlog risks and take action to balance workload across the team.
• Ensure proper ticket hygiene, including accurate categorisation, documentation, and updates.

• Track and report on SLA compliance across all support queues.
• Proactively identify SLA risks and intervene to prevent breaches.
• Develop and maintain dashboards and reporting for SLA performance and trends.
• Conduct regular reviews of SLA metrics and recommend improvements.

• Analyse trends in escalations and support tickets to identify systemic issues.
• Drive continuous improvement initiatives to enhance support efficiency and customer experience.
• Collaborate with leadership to refine escalation procedures and SLA policies.
• Document standard operating procedures (SOPs) and ensure adherence.

• Provide clear, concise updates to internal stakeholders, including senior leadership.
• Build strong relationships with customer-facing teams to ensure alignment on escalations.
• Participate in incident reviews and post-mortems.

• Proven experience in technical support, service operations, or escalation management
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• Strong understanding of ticketing systems (e.g., Service Now, Zendesk, Jira, etc.).
• Experience managing or tracking SLAs and KPIs
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• Excellent problem-solving and analytical skills
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• Strong communication and stakeholder management abilities.
• Ability to work under pressure and manage multiple priorities effectively.
• English with French, German or Spanish.

• Experience in a technical or SaaS environment
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• Familiarity with ITIL principles or service management frameworks
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• Experience creating reports and dashboards (e.g., Power BI, Tableau).
• Background in incident management or operations.