Staff, Escalation Manager

Job Description

• This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Staff, Escalation Manager in India. This role sits at the center of high-impact customer support operations, ensuring that the most critical and time-sensitive technical issues are resolved with speed, clarity, and precision. You will act as the primary escalation point for complex incidents affecting customers across multiple channels, including email, chat, phone, and social platforms. Working in a fast-paced, global environment, you will coordinate cross-functional teams to stabilize outages, unblock customers, and restore service confidence. The position requires strong technical depth, executive communication skills, and the ability to remain composed under pressure. You will also play a key role in defining escalation processes, improving incident workflows, and strengthening overall support effectiveness. This is a highly visible role where your decisions directly influence customer experience and operational excellence.
• Accountabilities: Lead and manage high-severity customer escalations and major incident response efforts across multiple communication channels and platforms. Coordinate cross-functional “tiger teams” to ensure rapid diagnosis, mitigation, and resolution of complex technical issues. Serve as the primary escalation and communication point for customers, including executive-level stakeholders during critical incidents. Participate in on-call rotations and support duty management, ensuring timely response to customer-facing outages and escalations. Drive incident review meetings, post-mortems, and root cause analysis efforts to identify gaps and improve resolution quality. Develop, refine, and standardize escalation processes to reduce resolution time and improve service reliability. Collaborate with Product, Engineering, TAMs, and Account teams to advocate for customer needs and long-term improvements. Provide mentorship and guidance to support engineers, strengthening technical and soft skills across the team. Requirements: 7+ years of experience in enterprise technical support, customer-facing technical roles, or professional services, including senior-level responsibilities. Strong background in managing escalations, major incidents, or complex technical support environments. Excellent executive communication skills with the ability to handle sensitive, high-pressure customer interactions. Solid technical understanding of distributed systems, telecommunications, messaging platforms, or similar enterprise technologies. Proven ability to coordinate cross-functional teams and drive resolution in fast-moving, high-impact situations. Strong analytical and problem-solving skills, including experience with incident reviews and root cause analysis. Comfortable working independently and in globally distributed, collaborative teams. Experience with on-call rotations, weekend coverage, and APAC working hours. Exposure to telecom, SIP, PBX, or CPaaS environments is a plus. Prior experience as an Escalation Manager or Technical Account Manager is highly desirable. Benefits: Competitive compensation aligned with experience and market standards. Comprehensive healthcare coverage and wellness support programs. Generous paid time off and parental leave policies. Retirement savings and financial wellbeing programs (where applicable). Remote-first work environment with global team collaboration. Learning and development opportunities in advanced technical and leadership domains. Employee support for volunteering and community engagement initiatives. Exposure to large-scale, global communication platforms and critical incident leadership.
• How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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