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

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

Global Escalation Manager

Key skills