High Impact Escalation Leader

1 day ago

Dublin, Dublin City, Ireland beBeeEscalation Full time €90,000 - €120,000
Job Overview

We are seeking a highly experienced and strategic Senior Escalation Manager to join our Support team. The ideal candidate will take ownership of complex, high-impact customer escalations, partnering with internal teams and senior stakeholders to drive resolution and improve overall customer experience.

About the Role

This role involves managing critical escalations, influencing process improvements, mentoring team members, and playing a pivotal role in customer advocacy and escalation strategy. To be successful, you will require deep technical understanding, exceptional judgment under pressure, and a collaborative mindset.

Key Responsibilities:
  • Lead and manage critical customer escalations, ensuring timely and effective resolution through cross-functional collaboration.
  • Serve as the escalation point for high-severity or high-visibility incidents, maintaining communication with internal stakeholders and executive leadership.
  • Act as a trusted advisor to key customers, demonstrating strong ownership, empathy, and problem-solving skills.
  • Drive improvements in our escalation processes and frameworks, identifying patterns and systemic issues to enhance long-term customer satisfaction.
Requirements:
  • 7+ years in escalation management, technical account management, or a senior support leadership role.
  • Strong technical aptitude with the ability to understand and troubleshoot complex systems (SaaS, cloud infrastructure, data integration preferred).
  • Proven track record of leading high-severity incidents and communicating effectively with senior leadership and customers.
  • Strategic thinking with a passion for process improvement, operational excellence, and cross-functional collaboration.
Perks and Benefits:
  • 100% employer-paid medical insurance
  • Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
  • RSU stock grants*
  • Professional development and training opportunities
  • Company virtual happy hours, free food, and fun team-building activities
  • Monthly cell phone stipend
  • Access to mental health support platform offering resources for all covered employees and their dependents.

*May vary by country and worker type - please reach out to your recruiter for more information

We promote diversity, equity, inclusion & belonging and encourage you to learn more about our culture and benefits.

About Us:

We're committed to our values of Get Stuck In, Do the Right Thing, and One Team, One Dream. We're proud to have been valued at over $5.6 billion.

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