Global Escalation Manager
Department: Support
Employment Type: Full Time
Location: Gurugram

Description
Shape the Future of Work with Eptura

At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our cutting-edge worktech solutions empower over 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.

Job 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 w

📌 Global Escalation Manager (Gurugram)
🏢 Eptura
📍 Gurugram