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 creative 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.
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 escalatio
📌 Global Escalation Manager (Delhi)
🏢 Eptura
📍 Delhi