Global Escalation Manager

Department: Support

Employment Type: Full Time

Location: India

Description

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

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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.