Response Informatics
Escalation Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Greetings from Response Informatics!
We are currently hiring a Customer Escalation & SLA Manager for an exciting client engagement.
Role: Customer Escalation & SLA Manager
Location: Edinburgh, UK (Hybrid)
Position: FTC
Duration: 3 to 12 Months
Languages: English with French, German, or Spanish. (Any 1 language in addition to English)
Overview
We are seeking a proactive and detail-oriented Customer Escalation & SLA Manager to oversee the management of customer escalations, monitor support ticket queues, and ensure adherence to service level agreements (SLAs). This role is critical in maintaining high levels of customer satisfaction, driving timely resolution of issues, and continuously improving support processes.
Key Responsibilities
Escalation Management
- 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 (engineering, product, 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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Ticket Queue Monitoring
- Monitor support ticket queues in real-time to ensure appropriate prioritization 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 categorization, documentation, and updates.
SLA & Performance Management
- 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.
Process Improvement
- Analyze 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 (SOPs) and ensure adherence.
Stakeholder Communication
- 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.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Required Skills & Experience
- Proven experience in technical support, service operations, or escalation management.
- Strong understanding of ticketing systems (e.g., ServiceNow, Zendesk, Jira, etc.).
- 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.
- English with French, German or Spanish.
Preferred Qualifications
- Experience in a technical or SaaS environment.
- Familiarity with ITIL principles or service management frameworks.
- Experience creating reports and dashboards (e.g., Power BI, Tableau).
- Background in incident management or operations.
Key Success Metrics
- SLA compliance rate
- Escalation resolution time
- Reduction in repeat escalations
- Ticket backlog and ageing
- Customer satisfaction (CSAT) scores
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills