Content Conspiracy

Escalation Manager

Content Conspiracy

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

Tech Stack

CloudCyber Security

About the role

  • Maintain internal control and momentum on critical accounts, consistently driving next steps, holding internal teams accountable to deadlines and updating internal stakeholders until the customer is fully stabilized.
  • Act as the primary point of contact for customer support case escalations and high-priority incidents, ensuring timely and satisfactory resolution.
  • Facilitate high-priority incidents that occur, acting as the primary point of contact to the customer.
  • Triage, prioritize, and assign escalations to appropriate internal teams while maintaining full accountability for the outcome.
  • Develop and execute detailed action plans for resolving escalated issues, coordinating all necessary cross-functional teams.
  • Lead cross-functional initiatives to address and resolve complex issues within high-risk accounts.
  • Manage and proactively communicate status updates and resolution plans to both customers and internal executive teams during product incidents and ongoing escalations.
  • Build strong relationships with key customer stakeholders to restore confidence and trust during and after escalations.
  • Analyze trends in escalations to identify systemic issues and recommend improvements in products, processes, and support methodologies.
  • Ensure customer feedback from escalations is meticulously documented and shared with relevant internal stakeholders.
  • Conduct post-mortem reviews for major incidents, documenting lessons learned and implementing preventive measures to avoid recurrence.
  • Track and report on key metrics such as escalation response times, resolution time, and customer satisfaction scores (CSAT).
  • Gain a deep understanding of Ping’s products and services to effectively address the technical nature of escalated issues.
  • Serve as the internal escalation facilitator for executive touchpoints, providing rapid context and leading internal communication to maintain focus and control during high-visibility crises.
  • Direct and delegate tasks identified during action planning back to responsible internal parties, ensuring clear ownership and driving traction toward resolution.
  • On-call duty may be required for this role

Requirements

  • 5+ years of experience in an enterprise technical support or services organization, with at least 2 years of direct experience managing high-severity critical-account escalations.
  • Prior experience in Cybersecurity is strongly preferred.
  • Proven track record of successfully resolving high-impact customer issues and managing critical incidents.
  • Familiarity with support-related tools such as Salesforce Service Cloud and JIRA.
Benefits
  • Generous PTO & Holiday Schedule
  • Parental Leave
  • Progressive Healthcare Options
  • Retirement Programs
  • Opportunity for Education Reimbursement
  • Commuter Offset (Specific locations)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
incident managementescalation managementaction planningcustomer supporttrend analysispost-mortem reviewsmetrics trackingtechnical issue resolutioncybersecurity
Soft skills
communicationrelationship buildingaccountabilityleadershipproblem-solvingorganizational skillscross-functional collaborationcustomer focustrust restoration