how to select the right Escalation Manager

Selecting the Right Escalation Managers

Hiring is one of the toughest challenges any company can face, either large enterprises or new startups. There is a great deal of know-how kind of experience when hiring a Escalation Manager, not all companies have the right processes that can warrant best hires.

At SupportFinity, we streamlined our processes and in-house standards to make sure of having one of the top world-class hiring processes. The magic mix of skills ingredients is what separates a great hire from a not-so-good one. We came to this conclusion through consulting top technical and HR experts in addition to our years of work and exposure with most sophisticated projects across almost all tech verticals and areas of expertise. So you get one of the best recruitment processes to hire a Escalation Manager.

As we have created and crafted a unique method of teams’ customization, we have also perfected our signature model of matching the right skills for our customers to hire either one Escalation Manager or a team of Escalation Managers. We have a long lasting belief in the power of data analytics in creating unmatchable results, thus, we apply our analytical models on our hiring process same as we do in our business model.

Escalation Manager Job Description Template

Escalation Manager

The Technical Escalation Manager is responsible for providing proactive monitoring and client escalation management and in support of our clients with their cloud and product needs. Work with client to test and confirm readiness to deploy remediated solutions to their production environments.

  • The Escalation Manager is accountable for creating compelling, relevant, effective, multi-touchpoint commerce experiences .
  • Influences positive client outcomes by coordinating and program managing resolution pathways via a cross functional team.
  • The Escalation Manager creates detailed Communication Plans, testable Exit Criteria and complex Project Plans to achieve them.
  • The Escalation Manager actively communicates to internal stakeholders on resolution progress and outcomes.
  • The Escalation Manager helps the organization apply these learnings to avoid having other clients experience a critical situation in the future.
  • Coordinates the response to escalated issues and ensure problems are solved quickly.
  • Drives the communication towards key internal and external stakeholders during escalations. .

  • Strong executive presence, including ability to partner with and effectively influence client managers, directors, VPs, and CMOs.
  • Creative problem-solving skills, including the ability to understand the impact of technical changes.
  • Articulate high-level technical solutions to address business problems.
  • Be the central client point of contact throughout the life of the engagement, beginning during pre-sales.
  • Maintain solid governance, communication and change management with client teams and internal team.
  • Manage the delivery team on a day-to-day basis, maintain the program / project plan, and oversee the delivery process.
  • Previous Program / Project Management experience, ideally within the Software Industry.
  • Ability to frame and communicate technical issues to a broad constituency. .

How It Works?

Post Job

Let our AI fill the job description for you and get salary insights anywhere worldwide


Get Candidates

Let candidates apply through our free job board that comes with our ATS


Hire The Best

Manage your hiring process completely from SupportFinity till you hire the best


Skills Matrix at SupportFinity

These are sets of the must have skills that we care about and put as top requirements needed for hiring first class Escalation Manager.

country flagIndian Escalation Manager woman Escalation Manager stars for rating skilled people at SupportFinity
country flagAmerican Escalation Manager man Escalation Manager stars for rating skilled people at SupportFinity
White man at SupportFinityBrown man at SupportFinitySome background shapeBackground shapesBrown girl at SupprotFinityWhite grit at SupportFinity
Language aptitute metric at SupportFinity
Language Aptitude
We receive requests of hiring from candidates among more than 100 countries. As we bring skills from each and every place in the world, we make sure we have the right match of language proficiency with our clients' requirements. Your Escalation Manager or team of Escalation Managers will have the needed level of language knowledge you expect, each candidate passes through our language tests that warrant at least a good command of reading, writing and speaking of the languages our clients ask for.

We know that communication starts from speaking common languages, thus we put this aspect as a first factor in our selection process, we do not proceed with hiring for Escalation Manager before making sure that the candidate passes the language ability tests first.
Communication Quality metric at SupportFinity
Communication Quality
The next level of screening we perform at SupportFinity is the communication quality, in this stage we make sure that the Escalation Manager can deliver high quality of communication; especially on the technical aspects of the job. We conduct our assessments to cover multiple aspects of communication quality, such as:

The ability of self-explanation ( writing – speaking )

The ability of describing problems structurally and technically ( writing & speaking)

The ability of explaining ideas, situations and problems ( reading, writing & speaking)
Personality tests at SupportFinity
Personality Tests
Personality tests at SupportFinity
Technical Excellence
Samy, Customer Support Assistant from SupportFinity

Get in touch

Our team will be always happy to speak with you.

Frequently asked questions

Looking for a job?

Apply for top jobs and create a beautiful profile in seconds
supportfinity image
supportfinity image