Global Escalation Manager - Remote & Growth Opportunities

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

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.