Global Escalation Manager (Fully Remote)

Unit4; Deutschland; Remote; EUR 65.000 - 90.000; Vollzeit

Benefits dieser Stelle

Flexible leave

Remote working

Growth opportunities

Sustainability & inclusion

Zusammenfassung

Unit4 is seeking an Escalation Manager to own complex customer issues from receipt to closure, ensuring timely, effective solutions. You will collaborate with multiple stakeholders, provide clear direction, and drive continuous improvement across support processes.

The ideal candidate communicates clearly in English, handles sensitive interactions diplomatically, and demonstrates outstanding problem-solving and organizational skills.

Qualifikationen

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

Aufgaben

• Manage escalation requests from initial receipt through to closure.
• Collaborate with stakeholders and drive timely implementation of solutions.
• Report on escalation trends, volumes, and outcomes to reduce future escalations.

Kenntnisse

Escalation management

English fluency

Clear communication

Problem solving

Organizational skills

Diplomacy

Jobbeschreibung

• 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.

Unit4

Unit4 is a cloud company redefining Enterprise Resource Planning (ERP) for mid-market people-centric organizations. With over 40 years of heritage, they are an agile, fast-growing company that prioritizes a people-first community and high-performance culture.