Escalation Manager

EDCAST; Mumbai; On-site; INR 2,800,000 - 5,200,000; Full time

Job summary

Cornerstone is seeking an Escalation Manager, Global Customer Support, to own escalated cases end-to-end, coordinate with Engineering and support teams, and ensure resolution with transparency and urgency.

You will communicate clearly, de-escalate urgent issues, analyze trends, and contribute to process improvements while maintaining customer relationships in a high-pressure SaaS environment.

Qualifications

• 4+ years in customer-facing, escalation, or incident management roles within an enterprise SaaS environment.
• Proven ability to manage high-pressure situations with calm, structure, and strong follow-through.
• Strong written and verbal communication skills across customer, executive, and technical audiences.
• Ability to build collaborative relationships across Support, Engineering, Product, and other cross-functional teams.
• Strong prioritization, problem-solving, and case management skills with a customer-first mindset.
• Advanced troubleshooting of enterprise SaaS/web applications.
• Hands-on experience analyzing HAR files and browser Developer Tools, including Network, Console, Application/Storage, and Performance information.
• Understanding of SCORM, AICC, xAPI, and eLearning content communication.
• Experience troubleshooting enterprise integrations, SSO, data synchronization, and third-party interfaces.
• Ability to interpret application logs, stack traces, API responses, and database records.
• Experience working with enterprise Learning Management Systems (LMS), Learning Experience Platforms (LXP), Performance/Talent Management, or other large-scale HR/SaaS applications is strongly preferred.
• Bachelor's degree or equivalent experience.
• Bonus if you have SQL and REST APIs knowledge; HTML/JS/CSS familiarity.

Responsibilities

• Own escalated defect cases end-to-end, serving as the single point of contact for customers and ensuring consistent, proactive communication until resolution is confirmed.
• Assess, prioritize, and consolidate defect escalations based on business impact, revenue risk, and customer experience.
• Partner closely with Engineering, Product, and cross-functional teams to drive resolution, remove blockers, and ensure every escalation has an assigned owner and expected fix date.
• Use clear, plain-language communication - including live calls when needed - to de-escalate urgent situations and maintain customer confidence.
• Track escalation trends, cycle times, and outcomes to support reporting, process improvement, and customer advocacy.

Skills

Escalation management

High-pressure communication

Cross-functional collaboration

SaaS troubleshooting

HAR files analysis

Developer Tools

LMS/LXP domains

SQL (bonus)

REST APIs (bonus)

HTML/CSS/JS (bonus)

Education

Bachelor's degree or equivalent experience

Tools

HAR files

Browser Developer Tools

Job description

The Escalation Manager, Global Customer Support, is responsible for ensuring the successful resolution of Cornerstone’s most critical customer issues by owning escalated cases end-to-to-end and driving accountability across internal teams. This role serves as the single point of contact for customer escalations, ensuring clear communication, effective coordination with Engineering and support partners, and relentless follow-through until the customer confirms resolution.
As an Escalation Manager, you are expected to be independent, self-motivated, proactive, results-oriented, and highly customer focused. You will represent Cornerstone with command presence in high-pressure situations, help protect customer relationships, and ensure every escalation is managed with urgency, transparency, and care. In addition to day-to-day case ownership, you will contribute to process improvement, customer advocacy, and the continuous strengthening of our global support organization.

In this role you will…

• Own escalated defect cases end-to-end, serving as the single point of contact for customers and ensuring consistent, proactive communication until resolution is confirmed.
• Assess, prioritize, and consolidate defect escalations based on business impact, revenue risk, and customer experience.
• Partner closely with Engineering, Product, and cross-functional teams to drive resolution, remove blockers, and ensure every escalation has an assigned owner and expected fix date.
• Use clear, plain-language communication - including live calls when needed - to de-escalate urgent situations and maintain customer confidence.
• Track escalation trends, cycle times, and outcomes to support reporting, process improvement, and customer advocacy.

You've got what it takes if you have…

• 4+ years in customer-facing, escalation, or incident management roles within an enterprise SaaS environment.
• Proven ability to manage high-pressure situations with calm, structure, and strong follow-through.
• Strong written and verbal communication skills across customer, executive, and technical audiences.
• Ability to build collaborative relationships across Support, Engineering, Product, and other cross-functional teams.
• Strong prioritization, problem-solving, and case management skills with a customer-first mindset.
• Advanced troubleshooting of enterprise SaaS/web applications.
• Hands-on experience analyzing HAR files and browser Developer Tools, including Network, Console,
• Application/Storage, and Performance information.
• Understanding of SCORM, AICC, xAPI, and eLearning content communication.
• Experience troubleshooting enterprise integrations, SSO, data synchronization, and third-party interfaces.
• Ability to interpret application logs, stack traces, API responses, and database records.
• Experience working with enterprise Learning Management Systems (LMS), Learning Experience Platforms (LXP),
• Performance Management, Talent Management, or other large-scale HR/SaaS applications is strongly preferred.
• Bachelor's degree or equivalent experience.

Bonus if you have....

• Proficiency with SQL and relational databases.
• Understanding of HTTP/HTTPS, REST APIs, JSON, request/response processing, cookies, sessions, headers, authentication, and web application architecture.
• Working knowledge of HTML, JavaScript, and CSS for troubleshooting application and browser-side issues.

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