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Global Escalation Manager at Eptura | JobVerse
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Global Escalation Manager
Eptura
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LinkedIn
Global Escalation Manager
Gurugram, Haryana, India
Full Time
3 days ago
No Sponsorship
Apply Now
Key skills
SaaS
Salesforce
Jira
Confluence
Leadership
Project Management
Communication
Time Management
About this role
Role Overview
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
Requirements
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 environment
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
Benefits
Health insurance fully paid–Spouse, children, and Parents
Accident insurance fully paid
Flexible working allowance
25 days holidays
7 paid sick days
13 public holidays
Employee Assistance Program
Apply Now
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