Customer Escalations Manager

Entrust
London, Lisbon
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Interpersonal skills","Communication","Collaboration","Stakeholder management","Problem-solving"]

Manage customer escalations for identity verification issues, triaging requests using deep product knowledge and coordinating resolution across Sales, Product, Engineering, and Customer Support & Success. Lead cross-functional alignment, track progress and SLAs, and keep business leaders informed on critical escalations. Use data and commercial outcomes to influence prioritization and improve escalation processes and documentation.

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FursaFursa
Entrust
Entrust
1 day ago

Customer Escalations Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Manage customer escalations for identity verification issues, triaging requests using deep product knowledge and coordinating resolution across Sales, Product, Engineering, and Customer Support & Success. Lead cross-functional alignment, track progress and SLAs, and keep business leaders informed on critical escalations. Use data and commercial outcomes to influence prioritization and improve escalation processes and documentation.
Location: London, Lisbon
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Follow team processes to manage customer escalations, overseeing planning and execution and ensuring high-quality outcomes.
  • •Lead cross-functional meetings to align stakeholders on objectives, progress, and next steps.
  • •Keep business leaders aware of critical customer escalations through regular decision forum meetings.
  • •Work within SLAs to drive fast decisions and keep customers in the loop.
  • •Enhance escalation management processes, maintain accurate documentation, and use data to influence product prioritization.

Key Requirements

  • •At least 5 years of experience in a customer support, project management, or escalation management role.
  • •Strong project management skills to handle escalations as mini-projects.
  • •Excellent interpersonal, communication, and collaboration skills, including influencing stakeholders at all levels.
  • •Comfortable with technical topics, including understanding how APIs, SDKs, and web applications work.
  • •Strong problem-solving and analytical skills, with diligence and the ability to manage multiple priorities under pressure.
Experience:5+ years
Skills:Interpersonal skillsCommunicationCollaborationStakeholder managementProblem-solving
Languages:English
Tech Stack:APIsSDKsWeb applicationsJiraSalesforce Service CloudLooker

Company Brief

Entrust
Provides identity, authentication, and secure transaction solutions including public key infrastructure (PKI), digital certificates, encryption, and secure issuance for payments, mobile, and enterprise environments to protect digital identities and critical communications.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Minneapolis, United States
Founded: 1994
WebsiteLinkedIn