Customer Escalations Lead, Cross-Functional Solutions

Entrust Corporation; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Flexible work options

Job summary

Entrust, a leader in identity-centric security solutions, is hiring for a Customer Escalations role in the United Kingdom. You’ll manage escalations, triage requests using product knowledge, and coordinate Sales, Product, Engineering, Customer Support & Success to deliver timely solutions.

You’ll influence prioritization through data, maintain escalation docs, and ensure customer satisfaction while meeting SLAs in a flexible, hybrid working model.

Qualifications

• 5+ years in customer support, project or escalation management roles.
• Strong project management to handle escalations as mini-projects.
• Excellent interpersonal, communication, and collaboration skills.
• Comfort with technical topics, including APIs, SDKs and web applications.
• Strong analytical, problem-solving, and attention to detail under pressure.
• Fluent spoken and written English.

Responsibilities

• Follow team processes to manage Customer Escalations, overseeing planning and delivery of outcomes.
• Lead cross-functional meetings with stakeholders to align objectives and progress.
• Keep Business Leaders informed of Critical Escalations via regular Decision Forum updates.
• Develop knowledge of Identity Verifications and related products to support customers.
• Operate within SLAs to ensure timely, clear customer communication.
• Drive decision making through data to influence product roadmaps and improvements.
• Enhance escalation management processes and maintain accurate documentation.

Skills

Customer support

Project management

Interpersonal skills

Communication

Collaboration

APIs & SDKs

English proficiency

Prioritization under pressure

Tools

Jira

Salesforce Service Cloud

Looker

Job description

Entrust, a leader in identity-centric security solutions, is hiring for a Customer Escalations role in the United Kingdom. You’ll manage escalations, triage requests using product knowledge, and coordinate Sales, Product, Engineering, Customer Support & Success to deliver timely solutions.

You’ll influence prioritization through data, maintain escalation docs, and ensure customer satisfaction while meeting SLAs in a flexible, hybrid working model.