Escalations Specialist

Salary: £60,000 - 60,000 per year

Requirements:

• Proven experience in technical support, service operations, or escalation management.
• Strong understanding of ticketing systems such as ServiceNow, Zendesk, or Jira.
• Experience managing or tracking SLAs and KPIs.
• Excellent problem-solving and analytical skills.
• Strong communication and stakeholder management abilities.
• Ability to work under pressure and manage multiple priorities effectively.
• Fluency in English plus French, German, or Spanish.
• Experience in a technical or SaaS environment is preferred.
• Familiarity with ITIL principles or service management frameworks is preferred.
• Experience creating reports and dashboards using tools such as Power BI or Tableau is preferred.
• Background in incident management or operations is preferred.

Responsibilities:

• Own and manage customer escalations end-to-end, ensuring timely resolution and effective communication.
• Act as the primary point of contact for high-priority or sensitive customer issues.
• Coordinate cross-functional teams, including engineering, product, and support, to drive resolution of escalated incidents.
• Provide regular status updates to stakeholders and customers on escalated cases.
• Identify root causes and implement preventative actions to reduce repeat escalations.
• Monitor support ticket queues in real time to ensure appropriate prioritisation and workload distribution.
• Ensure tickets are triaged accurately based on severity, impact, and urgency.
• Identify backlog risks and take action to balance workload across the team.
• Ensure proper ticket hygiene, including accurate categorisation, documentation, and updates.
• Track and report on SLA compliance across all support queues.
• Proactively identify SLA risks and intervene to prevent breaches.
• Develop and maintain dashboards and reporting for SLA performance and trends.
• Conduct regular reviews of SLA metrics and recommend improvements.
• Analyse trends in escalations and support tickets to identify systemic issues.
• Drive continuous improvement initiatives to enhance support efficiency and customer experience.
• Collaborate with leadership to refine escalation procedures and SLA policies.
• Document standard operating procedures and ensure adherence.
• Provide clear, concise updates to internal stakeholders, including senior leadership.
• Build strong relationships with customer-facing teams to ensure alignment on escalations.
• Participate in incident reviews and post-mortems.

Technologies:

• Incident Management
• Support
• ITIL
• JIRA
• Power BI
• ServiceNow
• Tableau
• Zendesk

More:

We are hiring a Customer Escalation & SLA Manager for an exciting client engagement based in Edinburgh, UK, on a hybrid contract basis for 3 to 12 months. We are looking for a proactive and detail-oriented professional to help us maintain high customer satisfaction, improve support processes, and ensure strong SLA performance. Our work environment involves close collaboration with engineering, product, support, and leadership teams, and the role requires English plus French, German, or Spanish.

last updated 30 week of 2026