Job Summary

The Escalation Manager will be responsible for managing and resolving complex customer issues that have been escalated from the frontline support team. This role requires excellent problem-solving skills, a strong sense of urgency, and the ability to communicate effectively with both customers and internal stakeholders.

In this Role, Your Responsibilities Will Be:

Manage Escalations: Take ownership of customer issues that have been escalated, ensuring timely and effective resolution. Customer Communication: Work with Management to ensure customer containment ensuring customer satisfaction by providing timely and accurate responses to customers ensuring their concerns are addressed. Root Cause Analysis: Conduct thorough investigations to identify the root cause of escalated issues and work with relevant teams to implement corrective actions.  Identify trends across internal postmortems and suggest resources to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues.  Cross-Functional Collaboration: Work closely with various teams including frontline support, Customer Experience Team, IT and senior management to identify root causes and implement solutions.  Act on or play a key role in strategic projects designed to improve resolution times, customer satisfaction, and support experience.  Process Improvement: Identify trends and recurring issues to recommend and implement improvements in processes and policies.  (work in collaboration with the Process Analyst Team). Stakeholder Collaboration: Work closely with customer support teams to ensure escalated issues are resolved effectively. Reporting and documentation: Maintain detailed records of escalations and resolutions and prepare regular reports for management. Training and Mentoring: Provide guidance and identify gaps in training and enablement to enhance employees problem-solving skills and reduce the number of escalations. (work in collaboration with Enablement Team).
  Who You Are:   You are responsible for managing and resolving complex customer issues that have been escalated from the frontline support team. This role requires excellent problem-solving skills, a strong sense of urgency, and the ability to communicate effectively with both customers and internal stakeholders.
    For This Role, You Will Need: Minimum of 5 years of experience in customer support or a related field, with at least 2 years in a supervisory or escalation management role. Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely. Strong analytical and problem-solving abilities, with a track record of successfully resolving complex issues. A customer-centric approach with a strong commitment to delivering exceptional service. Proven ability to work collaboratively with cross-functional teams to achieve common goals.
  Preferred Qualifications that Set You Apart: Strong leadership and mentoring skills, with the ability to inspire and guide team members. Proficiency in using customer support software and tools, with a good understanding of the company's processes, policies and procedures. Experience with root cause analysis and process improvement.   Our Culture & Commitment to You:   At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results. 

We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.