Customer Escalations Manager

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

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.

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

At Entrust, we don’t just offer jobs – we offer career journeys. Here is what you can expect when you join our team:

• 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 more secure tomorrow.

We believe in securing identities—but it doesn’t stop there. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves.

Ready to Make an Impact?

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.

For US Roles, Or Where Applicable

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian Roles, Or Where Applicable

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].