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For businesses, Degreed helps build a culture of learning that attracts, develops, and retains top talent, driving both individual and company success.
We believe learning is the key to unlocking opportunities. Our mission is to discover, empower, and celebrate the next generation of global expertise.
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Degreed is seeking an experienced Escalation Manager to serve as a critical bridge across Support, Product, Engineering, and Implementation in resolving complex, high-impact customer escalations. This is a founding individual contributor role responsible for ensuring escalated issues are addressed efficiently, transparently, and with a strong focus on minimizing customer effort.
The Escalation Manager will take initiative in driving escalations from identification through resolution, owning client communication, coordinating internal stakeholders, and maintaining clear timelines across multiple live cases simultaneously. This role requires calm, credible engagement with enterprise customers, strong organizational discipline, and the cross-functional influence to keep resolution moving.
Key Skills
- Experienced escalation or incident management professional with 4+ years in Escalation Management, Technical Support, or Incident Management, ideally within a SaaS or enterprise software environment.
- Proven ability to manage multiple concurrent escalations with strong organizational habits, proactive communication, and a structured approach to ownership, timelines, and documentation.
- Confident, calm communicator with direct enterprise client-facing experience.
- Strong cross-functional collaborator, able to coordinate across Support, Engineering, Product, and Account teams, building internal relationships and pushing for resolution ownership.
- Sufficient technical fluency to understand SaaS platform issues, engage credibly with engineers, and translate findings into clear, plain-language updates for non-technical stakeholders. Deep Tier 2 troubleshooting expertise is not required.
- Data-oriented mindset, with the ability to identify escalation trends and surface actionable insights to leadership and product teams.
- Ability to leverage AI-powered support and analytics tools as part of escalation management workflows (e.g., ticket analysis, log summarization, trend identification, and communication drafting).
Nice-to-Have Skills
- Experience supporting enterprise SaaS platforms or complex integrations.
- Background in creating or supporting custom solutions for high-value customers.
- Familiarity with incident management, SLA-driven support models, and post-incident reviews.
- Experience collaborating with Implementation or Professional Services teams.
Key Responsibilities
- Own and manage high-priority customer escalations from identification through resolution, maintaining clear communication plans and timelines for each active case.
- Serve as the primary point of contact for enterprise clients during escalations — leading calls, written updates, and live sessions with composure and credibility, even when delivering difficult news.
- Act as a central coordinator across Support, Product, Engineering, and Implementation, ensuring escalated issues have clear ownership, priority, and accountability.
- Take initiative in driving resolution — proactively pulling in the right stakeholders, pushing for timelines, and removing blockers without waiting to be directed.
- Translate Product and Engineering updates into clear, customer-friendly communication and next steps.
- Build and maintain reporting to analyze escalation trends, root causes, and risk indicators, surfacing patterns to leadership and product teams.
- Contribute to building the escalation function itself — defining workflows, documenting processes, and improving how the team operates over time.
- Support Tier 2 Engineers by ensuring they have the context and coordination support needed to resolve escalations effectively.
Compensation
Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to: skill set, depth of experience, certifications, specific work location, and internal equity.
Benefits
We take care of our people with a comprehensive benefits package designed to support your well-being, growth, and success.
View the full details here: https://px.sequoia.com/globalcompanybenefits
🌍 Diversity & Inclusion – We celebrate diverse perspectives and backgrounds, fostering an inclusive environment where everyone can thrive and contribute.
📈 Growth Mindset – Learning is at the heart of what we do. We empower our employees to continuously develop their skills and grow their careers in alignment with their unique strengths and aspirations.
🤝 Collaboration – The best ideas come from working together. We cultivate a culture of open communication, teamwork, and shared success.
By joining Degreed, you’ll be part of a community that values learning, collaboration, and meaningful impact. If you’re passionate about driving change through upskilling and workforce transformation, we encourage you to apply and contribute to our mission.
Work Environment & Physical DemandsDegreed offers flexible work arrangements tailored to each role. Some positions are fully remote, while others follow a hybrid model for employees near an office. Please check the job details for role-specific requirements.
For remote and hybrid roles, you’ll collaborate virtually using tools like Zoom and Slack. This role may require prolonged computer use and stationary work, with the ability to interpret written and verbal communication effectively.
We are committed to creating an inclusive and adaptable work environment that enables every team member to thrive and do their best work.
Degreed is an equal opportunity employer committed to fostering a workplace free from discrimination and harassment. We do not discriminate based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all aspects of employment, including recruitment, hiring, career development, compensation, and training.
💡 Accessibility & Accommodations – We are dedicated to full inclusion and will provide reasonable accommodations for applicants with disabilities throughout the hiring process. If you need assistance, please let us know.
🔍 Fair Hiring Practices – In compliance with the San Francisco Fair Chance Ordinance, we consider qualified applicants with arrest and conviction records.
📄 E-Verify Participation – Degreed participates in the E-Verify employment verification program.
If you’re applying from specific regions, your personal data may be processed in line with applicable privacy laws, including the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). To understand how we handle applicant data, please review our Global Data Privacy Notice and related policies:
• Global Privacy Notice
• DPR Compliance Details
By submitting your application, you acknowledge and agree to our use and processing of your data in compliance with applicable laws.
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❌ Conduct recruitment via WhatsApp, Telegram, or direct-messaging platforms.
❌ Request sensitive personal or financial information in unsolicited communications.
❌ Offer jobs requiring upfront payments or promising unrealistic returns.
✅ Official Degreed communications will always come from a @degreed.com email address or phone number during the hiring process.
If you encounter suspicious activity, please report it immediately. Stay vigilant and protect yourself from fraud.
