Customer Escalations Lead — Cross-Functional Impact

Entrust; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Entrust, a leader in identity-centric security solutions, is seeking an experienced Customer Escalations professional to manage reported escalations, triage requests using knowledge of Identity Verification, and coordinate across Sales, Product, Engineering, and Customer Support.

You will drive prioritization, meet SLAs, and maintain documentation while delivering high-quality outcomes. Fluent English, strong PM skills, and ability to influence stakeholders are essential in this fast-paced role.

Qualifications

• Minimum 5 years in customer support, project management, or escalation roles.
• Strong project management to run escalations as mini-projects.
• Excellent interpersonal, communication, and collaboration skills.
• Able to discuss APIs, SDKs, and web applications.
• Strong problem solving and analytical skills.
• Diligent, patient, and friendly under pressure; can manage multiple priorities.
• Strong organizational skills and attention to detail.
• Empathy and the desire to help others.
• Fluent spoken and written English.

Responsibilities

• Follow team processes to manage customer escalations by planning, executing, and delivering high-quality outcomes
• Lead cross-functional meetings with stakeholders to align on objectives and progress
• Keep business leaders informed of critical escalations through regular meetings
• Build knowledge of Identity Verifications and related products
• Work within SLAs to deliver timely decisions and keep customers informed
• Drive decisions using data and commercial outcomes to influence product roadmaps
• Help enhance escalation management processes and maintain documentation

Skills

Customer escalation

Project management

Interpersonal skills

Stakeholder influence

APIs/SDKs

Analytical thinking

Multitasking under pressure

Attention to detail

Fluent English

Tools

Jira

Salesforce Service Cloud

Looker

Job description

Entrust, a leader in identity-centric security solutions, is seeking an experienced Customer Escalations professional to manage reported escalations, triage requests using knowledge of Identity Verification, and coordinate across Sales, Product, Engineering, and Customer Support.

You will drive prioritization, meet SLAs, and maintain documentation while delivering high-quality outcomes. Fluent English, strong PM skills, and ability to influence stakeholders are essential in this fast-paced role.