Senior Critical Escalation Lead – SaaS

Civica; London; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

25 Days Annual Leave

Private medical insurance

Pension contributions (5% employer match)

Job summary

A technology solutions provider in London is seeking a Critical Escalation Manager to oversee high-pressure customer escalations and collaborate with senior leadership. The ideal candidate will have a strong background in SaaS, excellent communication skills, and a customer-first mindset. This full-time role offers 25 days of annual leave, private medical insurance, and a supportive work environment.

Qualifications

• Experience of managing complex escalations in a SaaS environment.
• Ability to balance strategic thinking with hands-on problem-solving.
• Resilience and composure to lead through high-pressure situations.

Responsibilities

• Lead resolution of critical customer situations from initiation to closure.
• Develop and refine escalation management processes.
• Influence teams across the business to align on resolution strategies.

Skills

Strong communication and negotiation skills

Analytical skills

Experience in SaaS environment

Organizational skills

Customer-first mindset

Tools

Salesforce

Power BI

SharePoint

Job description

A technology solutions provider in London is seeking a Critical Escalation Manager to oversee high-pressure customer escalations and collaborate with senior leadership. The ideal candidate will have a strong background in SaaS, excellent communication skills, and a customer-first mindset. This full-time role offers 25 days of annual leave, private medical insurance, and a supportive work environment.