Senior Support Escalation Manager

Job Summary

A company is looking for a Senior Support Escalation Manager.

Key Responsibilities

• Manage escalated customer issues and drive process improvements for resolution
• Build strategic relationships with internal teams and communicate effectively with stakeholders
• Lead projects to enhance customer satisfaction and support experience

Required Qualifications

• Master's Degree in technology, business, or related field AND 4+ years of relevant experience, OR Bachelor's Degree AND 6+ years, OR 9+ years of equivalent experience
• Ability to meet security screening requirements
• Experience managing high impact escalations, particularly in regulated contexts
• Proven ability to engage with senior leaders and manage multiple critical escalations
• Experience mentoring peers in escalation strategy and stakeholder engagement