Sr Escalation Manager

Sr Customer Escalations Manager 

About the role As a Sr Customer Escalations Manager, you will lead the resolution of complex, high-priority customer issues. You’ll serve as a trusted point of contact for customers during challenging situations, coordinate cross-functional teams, and ensure issues are resolved quickly, clearly, and thoughtfully. Your work will help strengthen customer trust, improve satisfaction, reduce recurring issues, and support long-term retention. What you’ll do 

• Own the end-to-end management of customer escalations, from initial response through resolution and follow-up. 

• Partner with Support, Engineering, Product, Customer Success, and other teams to investigate issues and coordinate timely resolutions. 

• Maintain clear, consistent communication with customers and internal stakeholders throughout the escalation process. 

• Translate complex technical information into clear, audience-appropriate updates for both technical and non-technical stakeholders. 

• Coordinate root-cause analysis and communicate what happened, how the issue was resolved, and how similar issues will be prevented. 

• Lead follow-up conversations with customers to review resolutions and preventive actions. 

• Monitor high-priority customer accounts proactively to identify and address potential issues before they escalate. 

• Manage multiple escalations at once while keeping priorities, timelines, and stakeholders aligned. 

• Maintain accurate escalation records, known-defect information, workarounds, and lessons learned. 

• Identify trends and recommend process, product, or service improvements that reduce future escalations. 

What you’ll bring 

• 5–7 years of experience in customer support, customer success, incident management, or a related customer-facing function. 

• Experience managing complex or high-priority customer issues in a fast-paced environment. 

• Strong analytical and problem-solving skills, including the ability to identify root causes and drive lasting solutions. 

• Demonstrated ability to lead through influence and coordinate work across technical and non-technical teams. 

• Excellent written, verbal, presentation, and negotiation skills. 

• A customer-first mindset, with empathy and the ability to build trust during high-pressure situations. 

• Strong judgment, composure, adaptability, and prioritization skills. 

• A proactive approach to identifying risks, anticipating challenges, and improving processes. 

• Strong organization and time-management skills, with the ability to manage multiple priorities independently. 

• Commitment to leading with OneTrust values. 

Extra impressive 

• Knowledge of the trust, privacy, security, or compliance technology industry. 

• ITIL V4 Foundation certification. 

• Relevant certifications such as IAPP, PMP, or CCSM. 

• Experience with tools such as Salesforce, Jira, and Microsoft Office. 

• Fluency in more than one language. 

How success will be measured 

• Escalated issues are resolved within agreed timelines and with minimal business impact. 

• Customers receive timely, transparent communication and report strong satisfaction after resolution. 

• Root-cause analyses are completed and shared within agreed service-level expectations. 

• Recurring issues and repeat escalations decrease over time. 

• Escalation documentation, resolutions, and lessons learned are accurate and actionable. 

• Customer confidence, retention, and long-term relationships are strengthened.