Staff, Escalations Manager

Role overview

The Staff, Escalations Manager leads a global team of escalation managers within a customer support organization, ensuring that the most critical customer issues receive expert attention at pivotal moments. This role blends hands-on technical expertise with people leadership, partnering cross-functionally to resolve complex incidents while coaching and scaling a high-performing team. It is a remote, EMEA-hours position based in Spain, with occasional in-person gatherings and limited travel.

Responsibilities

- Serve as the subject matter expert and go-to leader for the escalations team, driving culture and standards across a distributed group. - Coach, mentor, and train team members on performance, soft skills, queue management, and case or incident management best practices. - Own onboarding and structured training for new hires, while identifying and implementing process improvements and training opportunities. - Advise on sensitive escalations, surface trends and blockers, and review technical post-mortems to translate root causes into executive-ready narratives. - Produce leadership-facing documentation that clearly communicates business impact, timelines, and remediation steps, and contribute to OKRs and cross-functional projects. - Support talent acquisition by conducting interviews and participating in calibration sessions to help scale the team.

Requirements

- 5+ years in a client-facing technical support role, working with customers, internal teams, and partners. - Proficiency with industry tools such as Tableau, Excel, Jira, and Zendesk for querying databases and generating reports. - A consistent track record of exceeding individual contributor KPIs including time-to-solve, SLA adherence, and backlog management. - Demonstrated ability to empower team members through coaching, training, documentation, project leadership, and process improvement. - Strong time management skills, with the ability to operate calmly under pressure and de-escalate tense customer situations in real time. - Enthusiasm for collaborating across departments to deliver solutions customers need.

Nice to have

- 2+ years of experience in a senior technical support role within the organization. - Familiarity with follow-the-sun support models across remote, global teams. - Hands-on experience applying Agile methodologies and continuous improvement initiatives. - A history of managing multiple concurrent projects to successful delivery. - Excellent communication and facilitation skills.

Benefits and work setup

- Remote-first working model with a Monday through Friday schedule aligned to EMEA hours. - Approximately 5% travel expected for team gatherings and customer or cross-functional meetings. - A benefits package typically including competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program, with specific offerings varying by location.