Customer Escalations Manager

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

Join us at Entrust At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.

Get to Know Us

Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future.

Position Overview

The Customer Escalations team strives to put the Customer first. As a member of the team you’ll be managing reported Escalations, driving them to solution and ensuring satisfaction. There is a wide array of what an Escalation can be but they will all have a measured impact to our Customers, what is reported by one Customer may affect many others and recognising the impact of Escalations is a key differentiator. Day to day you’ll be managing your workload of Escalations by triaging the ask using your deep understanding of the Identity Verification product. Then working Cross-functionally with Sales, Product, Engineering, Customer Support & Success, aligning these teams towards recognising the need, prioritising the impact and coordinating their efforts. We’ll expect you to be someone that has strong interpersonal skills, works effectively with others, has a drive for detail, is able to understand both the Customer and Business needs.

Responsibilities

• Follow team processes to manage Customer Escalations by overseeing their planning, execution, and ensuring the delivery of high-quality outcomes
• Lead Cross-functional meetings with stakeholders to ensure alignment on project objectives and progress
• Keep Business Leaders aware of Critical Customer Escalations through regular meetings at our Decision Forum
• Build a breadth of knowledge on what Identity Verifications is, how our Customers use it and what Products we have to support them
• Work within SLAs to get snappy decisions and ensure our Customers are kept in the loop
• Drive decision making through prioritisation using data and Commercial outcomes to influence Product team roadmaps
• You will help enhance escalation management processes and maintain accurate documentation

Basic Qualifications

• At least 5 years of experience in a customer support, project management or escalation management role
• Strong project management skills to handle escalations as mini-projects
• Excellent interpersonal, communication, and collaboration skills, including ability to influence stakeholders at all levels of the organisation
• Comfortable with technical topics, for example, having an understanding how APIs, SDKs, and web applications work
• Strong problem-solving and analytical skills, with the ability to think critically and creatively
• Diligence, patience and friendliness under pressure and ability to manage multiple priorities in a fast-paced environment
• Strong organizational and planning skills, with a focus on attention to detail and accuracy
• Empathy, and the desire to help others
• Fluent spoken and written English

Preferred Qualifications

• Experience managing and resolving escalated mission-critical issues
• Technical background
• Familiarity with an Agile environment
• Experience with Jira, Salesforce Service Cloud, Looker #LI-CV

Career Growth

• Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.
• Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.
• Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.

Ready to Make an Impact?

At Entrust, we don’t just offer jobs – we offer career journeys. If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let’s build a more secure world—together.

Recruiter: Claudia Vernon [e-mail]

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. We enable organizations to safeguard their operations, evolve without compromise, and protect their interactions in an interconnected world – so they can transform their businesses with confidence. Entrust supports customers in 150+ countries and works with a global partner network, we are trusted by the world most trusted organizations.

Entrust is an EEO/AA/Disabled/Veterans Employer

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas.

We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities. If you require an accommodation, contact [e-mail].