Escalations Manager (On call rota) – Software Solution – Remote

Day rate: £350 – £500 (inside IR35)

Duration: 3 – 6 months

Start: ASAP

My client is looking for a highly capable and proactive Escalations Manager to lead the resolution of complex client issues and ensure exceptional client satisfaction. This role is pivotal in maintaining client trust, managing critical incidents, and driving continuous improvement.

The Escalations Manager is responsible for overseeing the support engineers that resolve Embedded Services client issues. Our Embedded Services consist of API-based software microservices and associated products developed by our teams for fintech clients. The Escalations Manager will be handling complex Embedded Services client issues that must be resolved in a timely and effective manner.

This role requires careful management of issues and diplomatic client communication, helping to maintain high levels of client satisfaction. The Escalations Manager will need to work with account managers to keep them informed of situations to ensure the client feels that they are working with a single unified team across our business.

We are looking for a self-starter who takes accountability end to end to resolve issues and deliver a world-class client experience. This role ensures timely and effective handling of escalations, and acts as a senior point of contact during incidents and high priority issues, including out of hours to provide reassurance to the client. The Escalations Manager supports the operational integrity of the support team, especially during out-of-hours coverage, hypercare periods and when other team members are absent.

Key Responsibilities

• Escalation Handling: Serve as the primary contact for escalated issues, ensuring swift resolution and clear communication with clients and internal teams
• Team Leadership: Guide and mentor support engineers, including management of the team’s weekly on-call rota and holiday coverage planning to ensure 24/7 coverage. Act as a back-up during unforeseen coverage gaps
• Process Oversight: Maintain and improve escalation workflows, including use of tools like PagerDuty and Salesforce. Ensure compliance with SLAs and contractual obligations
• Client Assurance: Engage in senior-level conversations with clients to reassure them during service disruptions, incidents and bugs.
• Incident Management: Coordinate with the Incident Management team to notify them of incidents and keep the client informed on resolution status.
• Reporting & Analysis: Track support metrics, resolution times, and root causes. Monitor volumes and trends to anticipate support needs. Present findings to senior leadership on a monthly/quarterly basis and recommend improvements.
• Cross-Functional Collaboration: Liaise with product, engineering, and cloud ops teams to resolve systemic issues and prevent recurrence
• Continuous improvement: Leverage insights and experience to suggest ways to improve support model to ensure scalability as we onboard more clients. Coordinate with Salesforce team to leverage further capabilities of Salesforce case management that may be helpful to the Embedded Services.
• Stay up-to-date with the latest developments in product/service offerings across our business.

Required Attributes, Skills & Qualifications

• Proven experience in client support or incident management, ideally in a large enterprise in the SaaS or financial services industry.
• Strong leadership and communication skills, with the ability to manage high-pressure situations and make decisions.
• Strong client relations skills, can-do attitude
• Familiarity with support platforms (e.g., Salesforce Case Management, ServiceNow,PagerDuty).
• Experience with business continuity practices and procedures.
• Ability to analyse data and trends to inform decision-making.
• Comfortable working out-of-hours and managing support coverage across geographies.
• Self-starter, proactive, and comfortable working in a dynamic environment
• Impeccable level of spoken and written English.
• Capable of clearly articulating complex technical issues to both technical and non-technical audience
• Flexible mindset to embrace interim processes, whilst keeping the long-term ideal experience in mind – understanding that the processes will need to evolve as further technical and support platform capabilities are developed, to provide the customer with the best experience and support scalability
• Ability to understand technical architecture for API-based software microservices and software development concepts

Preferred Skills/Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Familiarity with Observability tools such as Grafana, NewRelic
• Fluency in French or German strong bonus.
• Experience working with Legal and Public Affairs / Communications teams is a plus
• Background in Account Management / Client Success

Team Structure & Logistics

• The team includes 3 support engineers and 1 Escalations Manager, operating on a weekly on-call rota to cover out of hours, including bank holidays (each person will be on-call approximately once every 4 weeks)
• The Escalations Manager is expected to be contactable during bank holidays in the event of an incident and act as a senior escalation point when required, including out of hours
• Expected to coordinate annual leave with other team members to ensure coverage

*Rates depend on experience and client requirements