Escalation Specialist

Role overview

Key responsibilities

• Manage and coordinate high-priority customer, operational, technical, and service escalations.
• Investigate cases, identify root causes, and determine resolution strategies; serve as a central contact for complex issues.
• Coordinate with technical, operational, product, finance, sales, and management teams.
• Prioritize issues by impact, urgency, and service-level requirements; monitor cases through closure.
• Track case status, actions, owners, deadlines, dependencies, and resolution progress.
• Maintain clear communication with customers, stakeholders, and internal teams.
• Identify recurring issues, process gaps, and service risks; recommend corrective and preventive actions.
• Ensure compliance with service-level agreements, internal policies, and escalation procedures.
• Prepare reports, trend analyses, management summaries, and dashboards; monitor response, resolution, backlog, recurrence, and customer-satisfaction KPIs.
• Identify service-process and workflow improvements; support incident, problem-management, and business-continuity activities as needed.
• Escalate critical risks or unresolved issues to senior management.
• Maintain accurate case records and provide feedback to frontline teams; support knowledge bases, procedures, and training materials.

Requirements

• Proven experience in escalation management, customer service, technical support, operations, incident management, or a related role.
• Experience handling complex, high-priority, or sensitive issues; strong investigation, problem-solving, and root-cause analysis skills.
• Ability to manage multiple priorities and deadlines; excellent communication, negotiation, conflict-resolution, and stakeholder-management skills.
• Experience working cross-functionally and with senior management.
• Understanding of service-level agreements, escalation procedures, incident management, and case management.
• Strong analytical skills and experience with operational or customer-service KPIs.
• Attention to detail, composure under pressure, strong written and verbal communication, and professional handling of confidential information.
• A bachelor’s degree in Business Administration, Information Technology, Operations Management, Communications, or a related field is preferred.

Preferred tools and experience

• CRM, ticketing, helpdesk, ITSM, or case-management platform experience is an advantage.
• ITIL, Service Management, Six Sigma, or continuous-improvement methodology experience is an advantage.

What the employer offers

• Opportunity to manage high-impact customer and operational escalations and gain exposure to incident management, customer experience, operations, technical support, and business improvement.
• Opportunity to work with senior leadership and cross-functional teams in a collaborative, customer-focused environment.
• Training, mentorship, and professional development opportunities.
• The posting mentions competitive compensation, performance incentives, and a comprehensive benefits package without specifying amounts.

Potential career progression