Global Escalation Manager

Unit4
Poland
Workplace: HybridFull timePLN 112,050 - 124,906 annuallyFunction: Customer Support (Service Desk)Skills: ["Communication","Interpersonal skills","Problem-solving","Organizational skills"]

Manage customer escalation requests end to end, assessing each case for appropriateness and coordinating resolution with the right stakeholders. When progress slips, provide updates with managers and team leaders, drive implementation of solutions, and set realistic customer expectations. Proactively reduce repeat escalations, support the case escalation process, analyze escalation trends and root causes, and guide customers back to standard BAU procedures once success criteria are met.

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FursaFursa
Unit4
Unit4
2 days ago

Global Escalation Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Manage customer escalation requests end to end, assessing each case for appropriateness and coordinating resolution with the right stakeholders. When progress slips, provide updates with managers and team leaders, drive implementation of solutions, and set realistic customer expectations. Proactively reduce repeat escalations, support the case escalation process, analyze escalation trends and root causes, and guide customers back to standard BAU procedures once success criteria are met.
Location: Poland
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage escalation requests from initial receipt through closure.
  • •Assess escalations to confirm they are appropriate and justified, and respond directly to clients when they are not.
  • •Collaborate with relevant stakeholders to resolve escalations and drive them through to closure.
  • •When escalation progress is not on track, work with managers and team leaders to provide updates and ensure commitments are met.
  • •Support the case escalation process and report escalation trends, volumes, outcomes, and root causes.

Pay and Benefits

Salary: PLN 112,050 - 124,906 annually
Perks:Paid LeaveRemote Work

Key Requirements

  • •Demonstrated ability to handle sensitive customer/partner interactions diplomatically.
  • •Fluency in English, both written and verbal.
  • •Experience managing escalations.
  • •Strong communication and interpersonal skills.
  • •Strong problem-solving and organizational skills, with attention to detail and ability to meet tight deadlines.
Experience:Customer escalationsGlobal or international business
Skills:CommunicationInterpersonal skillsProblem-solvingOrganizational skills
Languages:English

Eligibility

Security Clearance:Security clearance

Company Brief

Unit4
Provides cloud ERP, HCM and FP&A software for people-centric organizations (professional services, public sector, nonprofit, higher education), delivering adaptive, self-driving enterprise applications and services globally.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Private Equity Backed
Headquarters: Dordrecht, Netherlands
Founded: 1980
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor