At a Glance
- Tasks: Manage complex customer escalations and ensure timely resolutions with precision and care.
- Company: Join Certinia, a leading tech company transforming services operations globally.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration and continuous improvement.
- Why this job: Make a real impact by enhancing customer trust and driving business success.
- Qualifications: Experience in managing customer escalations in tech or SaaS environments.
The predicted salary is between 60000 - 80000 £ per year.
- Escalation Manager
- Internal Application Deadline: Friday, 17th July
WHO WE ARE
Certinia delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting.
The company’s Professional Services Automation (PSA), Customer Success (CS), and Financial Management (FM) solutions—delivered on Salesforce’s leading cloud platform—provide the ability to run a connected services business, deliver with intelligence, and achieve business agility.
Headquartered in Austin, Texas with presence around the world, Certinia is backed by Haveli Investments, TA Associates, General Atlantic and Salesforce Ventures.
For more information, visit www. certinia. com .
THE ROLE
Directly reporting to the Manager, Customer Care, the Escalation Manager is a critical role within Certinia’s Global Customer Care organization, ensuring that our most complex and visible customer issues are managed with precision, urgency, and care.
You will act as a bridge between customers, Support, Product, Engineering, and Executive stakeholders, driving accountability and communication from the case level to multi-account and executive-sponsored escalations.
This position requires exceptional judgment, communication, and coordination skills.
You will oversee high-priority escalations from start to resolution, balancing the need for timely customer updates with the rigor of internal alignment.
Success in this role means strengthening customer trust, reducing business risk, and creating long-term value by improving how we manage and prevent escalations.
WHAT YOU WILL DO IN THIS ROLE
- Own end-to-end management of escalations, from single critical cases to multi-account and executive-level visibility issues.
- Serve as the central point of coordination between Support Analysts, Product Support Engineers, Customer Success, Professional Services, and Product/Engineering teams.
- Establish clear next steps, ensure accountability, and maintain consistent progress across all stakeholders.
- Provide timely, transparent, and professional communication to customers, including executives, ensuring expectations are set and met.
- Partner with leadership to assess business impact, customer sentiment, and required level of visibility for each escalation.
- Actively participate in and monitor internal “swarms” and cross-functional working sessions to ensure accountability, progress tracking, and alignment.
- Proactively identify patterns or systemic risks across escalations and provide insights to influence product improvements, support processes, and customer outcomes.
- Represent escalation status, risk, and progress to internal executives and in some cases, directly to customer executives.
- Contribute to the continuous improvement of Certinia’s Escalation Playbook, tooling, and reporting practices.
- WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE
- Proven experience managing complex, customer-facing escalations within a technology, Saa S, or enterprise software environment.
- Strong professional presence with the ability to influence without direct authority across multiple teams and stakeholders.
- Excellent written and verbal communication skills, with the ability to engage confidently at both technical and executive levels.
- High degree of organizational skill and attention to detail, with the ability to manage multiple escalations simultaneously.
- Strong problem-solving and critical thinking abilities; able to assess both immediate needs and long-term resolution strategies.
- Experience collaborating with Product, Engineering, Support, and Customer Success teams in a fast-paced environment.
- Comfort working with ambiguity, stress, and high-visibility scenarios where customer trust and business impact are at stake.
- Self-sufficient and proactive, able to operate with minimal supervision while driving alignment and action.
A customer-first mindset paired with persistence, empathy, and professionalism.
Escalation Manager employer: UK Remote
Certinia is an exceptional employer that values flexibility and work-life balance, offering a part-time remote HR Specialist role that allows you to contribute meaningfully from anywhere in the UK. With a strong focus on employee growth and development, Certinia fosters a collaborative work culture where your analytical skills and process optimization expertise will be highly valued, ensuring you play a pivotal role in enhancing global HR operations. Join us to be part of a dynamic team that prioritises innovation and efficiency in a supportive environment backed by industry leaders.
StudySmarter Expert Advice🤫
We think this is how you could land Escalation Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UK Remote. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like UK Remote before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Escalation Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to UK Remote:Your cover letter is your chance to shine! Tell us why you want to work at UK Remote specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at UK Remote!
How to prepare for a job interview at UK Remote
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
