Global Escalation Manager

Unit4; Wrocław; On-site; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Flexible leave

Remote work opportunities

Global wellbeing days

Growth opportunities

Mentors and role models

Sustainability initiatives

Inclusive environment

Job summary

Unit4 in Wroclaw is seeking an experienced Escalation Specialist to manage client and partner escalations from receipt through closure. You will assess justification, coordinate with stakeholders, and drive timely resolutions while maintaining professional, diplomatic communication across global teams.

You will analyze root causes, report on trends and volumes, and help shape the Case Escalation process. The role requires strong English, excellent organization, and the ability to work under

Qualifications

• Demonstrated ability to handle sensitive customer/partner interactions diplomatically.
• Fluency in English, both written and verbal.
• Experience in managing escalations.
• Exceptional communication and interpersonal skills.
• Ability to manage your own time to prioritize workload and meet deadlines.
• Strong problem-solving abilities with a focus on 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.

Responsibilities

• 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 relevant stakeholders to 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 for each customer engagement.
• 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.

Skills

handle sensitive customer/partner 
dIP

Fluency in English

Managing escalations

Communication and interpersonal skills

Time management

Problem solving

Working under pressure

Organizational skills

Global/intl 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 for different 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.

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 relevant stakeholders to 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 for each customer engagement
• 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
• experience in managing escalations
• exceptional communication and interpersonal skills
• ability to manage your own time to prioritize 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

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 appreciative.

We are reimagining how work makes people feel.

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:

• Our focus to DEI remains central to who we are
• Inclusive hiring at Unit4: Building equal opportunities for all

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!