Global Escalation Manager

Key Responsibilities:

• Manage escalation requests from initial receipt through to closure, assessing each case to confirm appropriateness.
• Collaborate with relevant stakeholders and drive timely implementation of solutions by providing clear direction.
• Report on escalation trends, volumes, and outcomes to proactively reduce future escalations.

Qualifications:

• Demonstrated ability to handle sensitive customer interactions diplomatically.
• Fluency in English and experience in managing escalations.
• Exceptional communication, problem-solving, and organizational skills.

Additional Information:

• Culture built on trust and accountability with flexible leave and remote working.
• Growth opportunities with talented colleagues and role models.
• Commitment to sustainability and a safe, inclusive working environment.