Shape the Future of Work with Eptura
At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower over 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.
Job Description
The Global Escalation Manager (GEM) is responsible for leading the end-to-end management of complex customer escalations, ensuring timely, effective, and structured resolution. This role plays a critical part in safeguarding customer satisfaction and trust by driving cross-functional alignment and accountability across internal teams. The GEM acts as the central point of coordination for high-impact issues, maintaining visibility, prioritization, and communication with stakeholders, including executive leadership. Additionally, this role focuses on continuous improvement by identifying gaps in processes and implementing strategies to prevent future escalations.
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Prioritize and manage customer escalations to ensure visibility, traction, and timely resolution
- Develop, maintain, and drive detailed action plans through to issue closure
- Maintain comprehensive documentation of escalation cases and resolution progress
- Lead and facilitate customer-facing and internal escalation meetings
- Collaborate with cross-functional teams across Eptura to drive resolution outcomes
- Ensure service teams are regularly informed on status updates, meeting schedules, and action plans
- Provide consistent updates to internal stakeholders, customers, and executive leadership
- Conduct post-escalation retrospectives to identify root causes, insights, and preventative actions
- Identify process gaps impacting resolution timelines and partner with leadership to implement improvements
- Continuously assess and streamline escalation management processes to enhance efficiency and effectiveness
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Hands-on experience in a SaaS-based organization, with a strong sense of urgency
- Proven track record managing complex customer escalations in a support or operations environment
- Strong technical, process, and project management capabilities
- Ability to evaluate urgency and business impact, prioritizing escalations effectively
- Excellent communication and interpersonal skills, with the ability to engage diverse stakeholders
- Demonstrated ability to collaborate and influence cross-functional teams
- Experience building and managing detailed escalation action plans
- Strong problem-solving, analytical thinking, and attention to detail
- Ability to navigate ambiguity and make informed decisions when adjusting processes
- Proactive mindset with a focus on continuous improvement and operational efficiency
- Experience with tools such as Salesforce, Jira, Confluence, or similar systems
- Strong time management skills and ability to perform under pressure and meet deadlines
- Ability to work independently and adapt in a dynamic environment
- Bachelor’s or Master’s degree preferred
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Health insurance fully paid–Spouse, children, and Parents
- Accident insurance fully paid
- Flexible working allowance
- 25 days holidays
- 7 paid sick days
- 13 public holidays
- Employee Assistance Program
Eptura Information
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- Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.
Ready to make a difference? Explore opportunities with Eptura and join us on this incredible journey.
Joining Eptura means becoming part of a forward-thinking, dynamic team that's on a mission to shape a better, more connected future. We're seeking passionate, driven individuals who want to make a real impact and be at the forefront of workplace innovation.
At Eptura, we believe strong teams are built through collaboration, flexibility, and a range of perspectives grounded in skill and experience. We strive to create an environment where people can do their best work, contribute meaningfully, and grow alongside our business.
