Escalation Manager
Degreed is seeking an experienced Escalation Manager to serve as a critical bridge across Support, Product, Engineering, and Implementation in resolving complex, high-impact customer escalations. This is a founding individual contributor role responsible for ensuring escalated issues are addressed efficiently, transparently, and with a strong focus on minimizing customer effort.
The Escalation Manager will take initiative in driving escalations from identification through resolution, owning client communication, coordinating internal stakeholders, and maintaining clear timelines across multiple live cases simultaneously. This role requires calm, credible engagement with enterprise customers, strong organizational discipline, and the cross-functional influence to keep resolution moving.
Key Skills
Experienced escalation or incident management professional with 4+ years in Escalation Management, Technical Support, or Incident Management, ideally within a SaaS or enterprise software environment.
Proven ability to manage multiple concurrent escalations with strong organizational habits, proactive communication, and a structured approach to ownership, timelines, and documentation.
Confident, calm communicator with direct enterprise client-facing experience.
Strong cross-functional collaborator, able to coordinate across Support, Engineering, Product, and Account teams, building internal relationships and pushing for resolution ownership.
Sufficient technical fluency to understand SaaS platform issues, engage credibly with engineers, and translate findings into clear, plain-language updates for non-technical stakeholders. Deep Tier 2 troubleshooting expertise is not required.
Data-oriented mindset, with the ability to identify escalation trends and surface actionable insights to leadership and product teams.
Ability to leverage AI-powered support and analytics tools as part of escalation management workflows (e.g., ticket analysis, log summarization, trend identification, and communication drafting).
Nice-to-Have Skills
Experience supporting enterprise SaaS platforms or complex integrations.
Background in creating or supporting custom solutions for high-value customers.
Familiarity with incident management, SLA-driven support models, and post-incident reviews.
Experience collaborating with Implementation or Professional Services teams.
Key Responsibilities
Own and manage high-priority customer escalations from identification through resolution, maintaining clear communication plans and timelines for each active case.
Serve as the primary point of contact for enterprise clients during escalations — leading calls, written updates, and live sessions with composure and credibility, even when delivering difficult news.
Act as a central coordinator across Support, Product, Engineering, and Implementation, ensuring escalated issues have clear ownership, priority, and accountability.
Take initiative in driving resolution — proactively pulling in the right stakeholders, pushing for timelines, and removing blockers without waiting to be directed.
Translate Product and Engineering updates into clear, customer-friendly communication and next steps.
Build and maintain reporting to analyze escalation trends, root causes, and risk indicators, surfacing patterns to leadership and product teams.
Contribute to building the escalation function itself — defining workflows, documenting processes, and improving how the team operates over time.
Support Tier 2 Engineers by ensuring they have the context and coordination support needed to resolve escalations effectively.
Compensation
We are committed to fair and equitable compensation practices.
The total pay range for this role is £65,000 - £70,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to: skill set, depth of experience, certifications, specific work location, and internal equity.
About the job
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Escalation Manager
Degreed is seeking an experienced Escalation Manager to serve as a critical bridge across Support, Product, Engineering, and Implementation in resolving complex, high-impact customer escalations. This is a founding individual contributor role responsible for ensuring escalated issues are addressed efficiently, transparently, and with a strong focus on minimizing customer effort.
The Escalation Manager will take initiative in driving escalations from identification through resolution, owning client communication, coordinating internal stakeholders, and maintaining clear timelines across multiple live cases simultaneously. This role requires calm, credible engagement with enterprise customers, strong organizational discipline, and the cross-functional influence to keep resolution moving.
Key Skills
Experienced escalation or incident management professional with 4+ years in Escalation Management, Technical Support, or Incident Management, ideally within a SaaS or enterprise software environment.
Proven ability to manage multiple concurrent escalations with strong organizational habits, proactive communication, and a structured approach to ownership, timelines, and documentation.
Confident, calm communicator with direct enterprise client-facing experience.
Strong cross-functional collaborator, able to coordinate across Support, Engineering, Product, and Account teams, building internal relationships and pushing for resolution ownership.
Sufficient technical fluency to understand SaaS platform issues, engage credibly with engineers, and translate findings into clear, plain-language updates for non-technical stakeholders. Deep Tier 2 troubleshooting expertise is not required.
Data-oriented mindset, with the ability to identify escalation trends and surface actionable insights to leadership and product teams.
Ability to leverage AI-powered support and analytics tools as part of escalation management workflows (e.g., ticket analysis, log summarization, trend identification, and communication drafting).
Nice-to-Have Skills
Experience supporting enterprise SaaS platforms or complex integrations.
Background in creating or supporting custom solutions for high-value customers.
Familiarity with incident management, SLA-driven support models, and post-incident reviews.
Experience collaborating with Implementation or Professional Services teams.
Key Responsibilities
Own and manage high-priority customer escalations from identification through resolution, maintaining clear communication plans and timelines for each active case.
Serve as the primary point of contact for enterprise clients during escalations — leading calls, written updates, and live sessions with composure and credibility, even when delivering difficult news.
Act as a central coordinator across Support, Product, Engineering, and Implementation, ensuring escalated issues have clear ownership, priority, and accountability.
Take initiative in driving resolution — proactively pulling in the right stakeholders, pushing for timelines, and removing blockers without waiting to be directed.
Translate Product and Engineering updates into clear, customer-friendly communication and next steps.
Build and maintain reporting to analyze escalation trends, root causes, and risk indicators, surfacing patterns to leadership and product teams.
Contribute to building the escalation function itself — defining workflows, documenting processes, and improving how the team operates over time.
Support Tier 2 Engineers by ensuring they have the context and coordination support needed to resolve escalations effectively.
Compensation
We are committed to fair and equitable compensation practices.
The total pay range for this role is £65,000 - £70,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to: skill set, depth of experience, certifications, specific work location, and internal equity.