Global Escalation Manager

Department: Support

Employment Type: Full Time

Location: India

Description

The Global Escalation Manager (GEM) is responsible for leading the end-to-end management of complex customer escalations, ensuring timely, effective, and structured resolution. This role plays a critical part in safeguarding customer satisfaction and trust by driving cross-functional alignment and accountability across internal teams. The GEM acts as the central point of coordination for high-impact issues, maintaining visibility, prioritization, and communication with stakeholders, including executive leadership. Additionally, this role focuses on continuous improvement by identifying gaps in processes and implementing strategies to prevent future escalations.

Responsibilities

- Prioritize and manage customer escalations to ensure visibility, traction, and timely resolution
- Develop, maintain, and drive detailed action plans through to issue closure
- Maintain comprehensive documentation of escalation cases and resolution progress
- Lead and facilitate customer-facing and internal escalation meetings
- Collaborate with cross-functional teams across Eptura to drive resolution outcomes
- Ensure service teams are regularly informed on status updates, meeting schedules, and action plans
- Provide consistent updates to internal stakeholders, customers, and executive leadership
- Conduct post-escalation retrospectives to identify root causes, insights, and preventative actions




- Identify process gaps impacting resolution timelines and partner with leadership to implement improvements
- Continuously assess and streamline escalation management processes to enhance efficiency and effectiveness

About You
- Hands-on experience in a SaaS-based organization, with a strong sense of urgency
- Proven track record managing complex customer escalations in a support or operations workplace
- Strong technical, process, and project management capabilities
- Ability to evaluate urgency and business impact, prioritizing escalations effectively
- Excellent communication and interpersonal skills, with the ability to engage diverse stakeholders
- Demonstrated ability to collaborate and influence cross-functional teams
- Experience building and managing detailed escalation action plans
- Strong problem-solving, analytical thinking, and attention to detail
- Ability to navigate ambiguity and make informed decisions when adjusting processes
- Proactive mindset with a focus on continuous improvement and operational efficiency
- Experience with tools such as Salesforce, Jira, Confluence, or similar systems
- Strong time management skills and ability to perform under pressure and meet deadlines
- Ability to work independently and adapt in a dynamic environment
- Bachelor s or Master s degree preferred

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Global Escalation Manager (Gurugram)
🏢 Eptura
📍 Gurugram