Customer Escalations Lead: Cross-Functional Impact

Entrust; Greater London; Hybrid; GBP 65,000 - 85,000; Full time

Benefits offered by this job

Career growth

Flexible work options

Collaborative culture

Job summary

Entrust is seeking a skilled Customer Escalations professional to own and drive high-priority escalations. You will triage issues, coordinate with Sales, Product, Engineering, and Customer Support to deliver timely solutions, while maintaining exceptional customer satisfaction across global accounts.

You will influence product directions through data-informed prioritization, manage stakeholder expectations, and ensure rigorous adherence to escalation processes and documentation.

Qualifications

• 5+ years in a customer support, project management or escalation role
• Strong project management skills to handle escalations as mini-projects
• Excellent interpersonal, communication, and collaboration skills
• Comfortable with technical topics including APIs, SDKs and web apps
• Strong problem-solving and analytical abilities, with critical thinking

Responsibilities

• Manage Customer Escalations by planning, executing, and delivering high-quality outcomes
• Lead cross-functional meetings to align on objectives and progress
• Keep leadership informed of Critical Escalations via regular updates
• Build knowledge of Identity Verifications and related product offerings
• Operate within SLAs to ensure timely, transparent customer communication
• Drive prioritization using data to influence product roadmaps
• Improve escalation processes and maintain accurate documentation

Skills

Customer support

Project management

Escalation management

Stakeholder influence

APIs & SDKs

Analytical thinking

Attention to detail

English proficiency

Tools

Jira

Salesforce Service Cloud

Looker

Job description

Entrust is seeking a skilled Customer Escalations professional to own and drive high-priority escalations. You will triage issues, coordinate with Sales, Product, Engineering, and Customer Support to deliver timely solutions, while maintaining exceptional customer satisfaction across global accounts.

You will influence product directions through data-informed prioritization, manage stakeholder expectations, and ensure rigorous adherence to escalation processes and documentation.