Escalation Manager

Are you driven by innovation and looking to thrive in a fast-paced, growing environment? Join us at Calabrio and be part of our dynamic team! Help us reshape the landscape of customer experience—where every interaction becomes an opportunity, and every insight drives meaningful change.

Introducing Calabrio – The trailblazers in customer experience intelligence! Revolutionizing the way organizations connect with their customers, we empower businesses to elevate every interaction to new heights. Our cutting-edge cloud platform, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights with lightning speed.

We are seeking an Escalation Manager to join our growing team. In this role, you will serve as a specialized resource within the Professional Services and Support organizations, managing critical technical escalations and driving proactive, preventative programs that enhance customer success. You will play a key role in resolving technical issues for Calabrio customers and partners while improving internal processes to deliver an outstanding customer experience.

What You’ll Be Doing (Key Responsibilities):

• Managing Key Customer Programs:
• Oversee proactive maintenance activities and coordinate Subject Matter Experts (SMEs) for strategic accounts.
• Handle critical customer escalations, ensuring timely resolution with internal and external communication management.
• Managing Higher-Level Services Issues:
• Support on-call teams during escalated situations.
• Develop and guide action plans for escalated cases.
• Participate in occasional after-hours calls when needed.
• Improving Calabrio Professional Services and Support Services Operations:
• Educate engineers, customers, and partners on best practices, configurations, and technical considerations.
• Analyze root causes and case resolution efforts to identify continuous improvement opportunities.
• Monitor customer cases for potential trends and escalations.
• Expand team knowledge on emerging technologies and diagnostic methods.
• Mentor team members on process and product expertise.
• Collaborate with management to implement and standardize processes.
• Acting as a Liaison Between Teams:
• Facilitate communication between support teams, development, and other internal groups.
• Keep necessary stakeholders informed on status updates, meeting schedules, and action plans.

Success Criteria:

• Efficiently manage escalations and critical customer situations, ensuring timely resolution and improved customer satisfaction.
• Enhance the effectiveness of Professional Services and Support Services teams by implementing process improvements and proactive monitoring.
• Strengthen collaboration across departments to improve internal knowledge sharing and customer outcomes.

Experience & Education:

• 5+ years of customer service experience, including direct supervisory or management experience.
• Bachelor’s degree in a technical, business, or related field preferred.
• Experience in contact center environments.
• 5+ years of experience with contact center technologies from leading IP telephony vendors such as Cisco, Avaya, or Nortel (e.g., agent desktop, IP-IVR, instant messaging, workforce management, call recording).

Core Competencies:

• Excellent troubleshooting and analytical skills.
• Strong verbal and written communication abilities.
• Deep knowledge of relevant products and integrated systems.
• Ability to manage high-pressure customer situations.
• Strong attention to detail and sense of urgency.
• Ability to multitask and prioritize responsibilities effectively.

You've learned about what you'll be doing, here's what benefits you'll be getting when you join Calabrio: 

• Global team recognized for their passion for innovation. 

• Innovative product culture and project exposure. 

• Training and development from industry-leading experts. 

• Cutting edge benefit programs that include: 401(k) & matching; Medical, Dental, Vision Insurance; Disability & Life Insurance; Flextime Off, Paid Holidays, & Parental Leave; Tuition Reimbursement. 
• We offer market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Starting rate of pay for this salaried position is targeted at $95,000 annually.

Our Power is Our People, driven by Our Core Values:

                  Relentless Innovation: Kick status in the quo.

                  Customer Obsessed: Put the customer first. Always.

                  Results Matter: Take action that impacts. Every day.

                  Ignited by Our Diversity: Invite inspiration from everyone.

What we value most…workplace diversity and ensuring an environment of mutual respect.  We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity. Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements).  As an Innovator with Purpose, you’ll feel motivated and truly excited to come to work!

About Calabrio:

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform and our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Our solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight.

Awards & Accolades:

Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We’ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary. Thanks to the hard work and dedication of every Calabrio team member, we have been recognized by the Star Tribune Top Workplaces, Great Place to Work UK, named one of BC’s Top Employers, and recognized as a top 50 fast-growth company by Minneapolis/St Paul Business Journal. 

Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.

We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing talentacquisition@calabrio.com. An applicant requesting an accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information.