Global Escalation Manager

UNIT4 NV; Wrocław; On-site; PLN 111,600 - 178,560; Full time

Benefits offered by this job

Remote working opportunities

Flexible Leave

Global Wellbeing Days

Job summary

UNIT4 NV is seeking an Escalation Specialist in Wroclaw to manage and close customer escalations, ensuring appropriate responses and timely resolutions. You will collaborate with multiple stakeholders to drive actions and prevent recurrence.

The role requires strong communication, organisational skills, and the ability to work under pressure in a fast-paced cloud ERP environment. A global team mindset and English fluency are essential.

Qualifications

• Diplomatic handling of sensitive customer/partner interactions.
• Fluent in English, written and spoken.
• Strong communication and interpersonal skills.
• Ability to prioritise workload and meet deadlines.
• Strong problem-solving abilities with practical solutions.
• Thrives under pressure and tight deadlines.
• Excellent organizational skills and attention to detail.
• Global or international business experience is a plus.

Responsibilities

• Manage escalation requests from receipt to closure.
• Assess escalation to confirm it is appropriate and justify, responding to clients when not.
• Collaborate with relevant stakeholders to resolve escalations to closure.
• If progress is off track, coordinate with Managers/Team Leaders for updates.
• Work with Escalation Team to identify opportunities to reduce future escalations.
• Support the Case Escalation process definition and management.
• Report on escalation trends, volumes, and outcomes.
• Develop understanding of root causes behind customer issues.
• Coordinate with departments to secure resources for each customer engagement.
• Agree exit and success criteria with the customer before action plans.
• Create action plans prioritising tasks by urgency and resources.
• Drive timely implementation of solutions with clear direction.
• Work independently within defined policies and procedures.
• Collaborate with Unit4 departments globally to resolve complex issues.
• Set realistic customer timelines.
• Guide customers back to standard BAU after criteria met.

Skills

Escalation handling

English fluency

Communication skills

Time management

Problem solving

Under pressure

Organizational skills

Global experience

Job description

Meet Unit4 . With over 40 years of heritage, we're an agile, fast growing, Cloud company that is on a mission to redefine Enterprise Resource Planning (ERP) for mid-market people-centric organisations.

With our innovative, self-driving, adaptive and intuitive software, our customers can spend more time on meaningful high-value work.

At the heart of what we do lies a simple yet profound purpose: Improve how people work by focusing on what truly matters. - A powerful statement that enables different priorities fordifferent people.

We're shaping how work should feel, and we empower our people by providing them with the right tools to achieve the autonomy they need - it's what makes us unique.

Who we are

We are a people-first community that nurtures all the areas that surround your working experience. With us, you'll be surrounded by a high-performance team that supports your authentic self and celebrates your uniqueness.
We believe that 'How work should feel' is an evolving statement. Work goes beyond tasks and everyday responsibilities it's about feeling valued, empowered, promoted, impactful, seen, and appreciated.

We are reimagining how work makes people feel.

Job Description

• Manage escalation requests from initial receipt through to closure.
• Assess each escalation to confirm it is appropriate and justified, responding directly to clients when it is not.
• Collaborate with the relevantstakeholdersto resolve escalations and follow them through to closure.
• When escalation progress is not on track, work with Managers and Team Leaders to provide updates and ensure commitments are met.
• Work with the Escalation Team to proactively identify opportunities to reduce or prevent future escalations.
• Support the definition and management of the Case Escalation process.
• Report on escalation trends, volumes, and outcomes.
• Develop a clear understanding of the root causes behind customer issues.
• Coordinate with different departments to secure the right resources foreachcustomerengagement.
• Agree clear exit and success criteria with the customer before proposing an action plan.
• Create action plans that prioritize tasks based on urgency and resource availability.
• Drive the timely implementation of solutions by providing clear direction and motivation.
• Work largely independently within defined policies and procedures.
• Collaborate with Unit4 departments globally to resolve complex issues.
• Set realistic customer expectations around timelines.
• Guide the customer back to standard BAU procedures once the agreed exit or success criteria have been met.

Qualifications

• Demonstrated ability to handle sensitive customer/partner interactions diplomatically.
• Fluency in English, both written and verbal.
• Exceptional communication and interpersonal skills.
• Ability to manage your owntime toprioritize workload and meet deadlines.
• Strong problem-solving abilities, with a focus on finding practical solutions.
• Ability to work effectively under pressure and within tight deadlines.
• Excellent organizational skills and attention to detail.
• Global or international business experience is a plus.

Additional Information

What we offer

a culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact

balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits

growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work

talented colleagues , role models and mentors - work, learn and be inspired by some of the best talent in the software industry

a commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme

a safe and inclusive working environment - supported by our Employee Resource Groups, which are open to all.

Our commitment to equity

Unit4 is committed to ensuring equal opportunity for everyone. We make our hiring decisions solely based on skills, qualifications, and our current business needs. We know that diversity brings fresh perspectives, ideas, and solutions to our company. This is the essence of our culture. We also welcome and encourage people who are pregnant and/or parents-to-be to apply. If you would like to know more about our commitment to diversity, visit our blogs:

This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to work, personal identification and work history. No worries - we'll handle it according to local privacy laws and keep your information safe. Questions? Feel free to reach out!

Discover how we enable work-life fusion for our people so they can bring their full selves to work and excel in their careers, while also prioritizing their personal lives and physical/mental wellbeing

Explore our benefits and discover how we create a truly rewarding experience- combining practical and tangible benefits with meaningful support.