Global Escalation Manager Department: Support Employment Type: Full Time Location: India Description Shape the Future of Work with Eptura At Eptura, we're not just another tech company—we're a global leader transforming …
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Full-time
bachelor degree, postgraduate degree
Health Insurance, Accident Insurance, Flexible Working Allowance, 25 Days Holidays, 7 Paid Sick Days, 13 Public Holidays
Posted 3d ago
~40 hrs/week
Responsibilities
Lead the end-to-end management of complex customer escalations to ensure timely resolution and maintain customer trust. Coordinate cross-functional teams and implement process improvements to prevent future high-impact issues.
Requirements
Requires hands-on experience in a SaaS organization managing complex customer escalations with strong technical and project management capabilities. Proficiency with tools like Salesforce and Jira, along with excellent communication skills, is essential.
Full job description
Global Escalation Manager
Department: Support
Employment Type: Full Time
Location: India
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 innovative 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 with leadership to implement improvements
Continuously assess and streamline escalation management processes to enhance efficiency and effectiveness
About You
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
Eptura Information
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Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.
We provide worktech solutions for people, workplaces, and assets to enable everyone to reach their full potential.
Industry
Software Development
Company size
1,001-5,000 employees
Headquarters
Atlanta, Georgia
LinkedIn followers
75,514
Eptura is a global worktech company that digitally connects people, workplaces, and assets in a unified platform to enable our customers to thrive. With 25 million users across 115 countries, we are trusted by the world’s leading companies, including 45% of Fortune 500 brands, to realize a better future at work.
Offices: 950 East Paces Ferry Road NE, Suite 800, Atlanta, Georgia 30326, US · 9350 South 150 East, Suite 650, Sandy, Utah 84070, US · Unit 230, 309 McDermot Avenue, Winnipeg, Manitoba R3A 1T3, CA · Level 23, Tower 5, Collins Square, 727 Collins Street, Melbourne, VIC 3001, AU · 2 Harbour Exchange Square, London, England E14 9GE, GB
We provide worktech solutions for people, workplaces, and assets to enable everyone to reach their full potential.
Industry
Software Development
Company size
1,001-5,000 employees
Headquarters
Atlanta, Georgia
LinkedIn followers
75,514
Eptura is a global worktech company that digitally connects people, workplaces, and assets in a unified platform to enable our customers to thrive. With 25 million users across 115 countries, we are trusted by the world’s leading companies, including 45% of Fortune 500 brands, to realize a better future at work.
Offices: 950 East Paces Ferry Road NE, Suite 800, Atlanta, Georgia 30326, US · 9350 South 150 East, Suite 650, Sandy, Utah 84070, US · Unit 230, 309 McDermot Avenue, Winnipeg, Manitoba R3A 1T3, CA · Level 23, Tower 5, Collins Square, 727 Collins Street, Melbourne, VIC 3001, AU · 2 Harbour Exchange Square, London, England E14 9GE, GB
