Escalation Manager

EdCast; Kraków; On-site; PLN 120,000 - 180,000; Full time

Job summary

Cornerstone is seeking a Global Customer Support professional to own escalated cases end-to-end, coordinating with Engineering and maintaining clear, proactive communication with customers. You will measure outcomes using EIM and SLOs, ensuring timely, transparent resolutions.

Demonstrated experience in enterprise SaaS escalation, calm execution under pressure, and strong executive writing are essential to succeed in this role.

Qualifications

• 4+ years escalation, incident, or critical-situation management in enterprise SaaS.
• Ability to stay structured and calm in chaotic situations.
• Fluency with EIM economics and SLO discipline; Salesforce rigor.

Responsibilities

• Take ownership transfer of escalated cases end-to-end: comms, coordination, and partnerships with Engineering.
• Communicate daily in plain language with ETAs from SLOs; prove we meet them.
• Score escalations with EIM metrics; apply fairness overrides only as appropriate.
• Serve as entry point to OneList: deduplicate and assign ownership with dates.

Skills

Escalation management

Clear communication

SaaS experience

Stakeholder management

Executive writing

Tools

Salesforce

Job description

About Cornerstone

Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept — one customer, one case, one conversation at a time. In this role you will...

Responsibilities

• Take ownership transfer of escalated cases end-to-end: comms, coordination, and the Engineering partnership — the handover itself is the customer’s proof of escalation.
• Communicate at least daily in plain language, with ETAs from SLOs — and prove we meet them.
• Score every escalation with EIM (Revenue at Risk + Cornerstone Cost); apply the fairness override only in the open, never around the list.
• Serve as the single entry point to the OneList: merge duplicates (raising EIM), and never let an item leave review without an Engineering owner and date.
• De-escalate by voice — a phone call resolves what ten emails cannot; leave every customer knowing who is fighting for them.
• Keep the originating pod informed while keeping them productive — agents stay out of Engineering threads.

GATES: escalation cycle time (EIM-weighted) zero unconfirmed closures daily-comms compliance customer confirmation rate

IN YOUR CORNER Connect Live Advocate Relentless Earned Resolution — every customer leaves knowing Cornerstone Support is in their corner.

Requirements

• 4+ years escalation, incident, or critical-situation management in enterprise SaaS.
• Command presence in chaos: structured, calm, relentless follow-through.
• Fluency with EIM economics and SLO discipline; Salesforce rigor.
• Writing that executives trust and customers understand.