Job Description
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
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Position Summary
The Escalation Desk Manager is responsible for overseeing the resolution of high-impact and urgent issues escalated by customers, internal stakeholders, or partners. This role acts as the central point of coordination for all escalations, ensuring timely, effective, and professional handling of critical incidents that may affect client satisfaction, service delivery, or business continuity. The Escalation Desk Manager works cross-functionally with support, operations, and account delivery manager teams to drive resolutions and systemic improvements.
Required Qualifications
5+ years of experience in customer support, operations, or incident management roles, including 2+ years in a leadership or escalation-focused capacity.
Strong analytical, organizational, and problem-solving skills.
Proven ability to remain calm and composed under pressure.
Excellent verbal and written communication skills; experience interfacing with executives and external clients.
Ability to work collaboratively across departments and influence without authority.
Familiarity with ticketing systems (e.g. ServiceNow), CRM tools, and escalation workflows.
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Key Responsibilities
Serve as the primary contact and coordinator for all customer and internal escalations.
Own and manage the escalation lifecycle from intake to resolution, ensuring SLAs and communication protocols are met.
Assess the urgency and impact of each escalation, determine the necessary resources, and engage appropriate teams.
Maintain a real-time escalation log and generate reports for leadership, identifying trends, root causes, and opportunities for proactive mitigation.
Develop and refine escalation processes, communication standards, and documentation to improve efficiency and consistency.
Partner with Operations teams to ensure that recurring issues are addressed through root cause analysis and process improvement.
Lead cross-functional post-mortems for critical incidents and drive follow-up actions.
Act as a customer advocate during escalations, ensuring expectations are managed transparently and professionally.
Train internal teams on escalation procedures and best practices.
Support audit or compliance requests related to critical incident handling as needed.
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Preferred Qualifications
Experience with continuous improvement frameworks (e.g., Six Sigma, Lean) is desirable.
Work Environment & Availability
This role may require availability during off-hours or weekends in case of critical incidents.
Hybrid or remote work flexibility, based on team and business needs.
Profile description:
Key Responsibilities
Serve as the primary contact and coordinator for all customer and internal escalations.
Own and manage the escalation lifecycle from intake to resolution, ensuring SLAs and communication protocols are met.
Assess the urgency and impact of each escalation, determine the necessary resources, and engage appropriate teams.
Maintain a real-time escalation log and generate reports for leadership, identifying trends, root causes, and opportunities for proactive mitigation.
Develop and refine escalation processes, communication standards, and documentation to improve efficiency and consistency.
Partner with Operations teams to ensure that recurring issues are addressed through root cause analysis and process improvement.
Lead cross-functional post-mortems for critical incidents and drive follow-up actions.
Act as a customer advocate during escalations, ensuring expectations are managed transparently and professionally.
Train internal teams on escalation procedures and best practices.
Support audit or compliance requests related to critical incident handling as needed.
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We offer:
Monthly salary.
Life insurance.
Major medical insurance.
Food vouchers.
ASO Wipro.
Days off.
EAP (Employee Attention Program)