Escalation Manager

About the role

You will architect and execute structured remediation initiatives that transform critical service failures into moments of strategic reinforcement for top-tier clients. This position demands a sophisticated understanding of cross-functional dynamics to isolate systemic issues before they propagate through the network. You will act as the central nervous system for complex escalations, ensuring that emotional and commercial tensions are managed with precision. The role requires you to synthesize fragmented data points into a coherent narrative that clarifies responsibility and outlines corrective action. You will cultivate a consultative partnership with key stakeholders, positioning yourself as an indispensable advisor rather than a reactive ticket holder. Success in this role will be measured by your ability to convert distressed interactions into a stable, trusting, and mutually beneficial commercial ecosystem. You will continuously question the status quo of client interactions to identify friction points and implement durable solutions that protect revenue and reputation. Ultimately, you will own the end-to-end lifecycle of high-stakes dissatisfaction, ensuring that every resolution strengthens the foundation for future cross-sell and up-sell opportunities.

Key facts

What you'll do

Investigate the root causes of critical service failures by dissecting interaction histories and operational data to identify the precise moment of breakdown.

Orchestrate complex, multi-departmental interventions, aligning technical, commercial, and operational teams to resolve issues that exceed standard protocols.

Develop and maintain sophisticated get-well plans that address immediate concerns while strategically positioning the relationship for future growth and expansion.

Monitor the emotional temperature of key accounts, translating qualitative cues into actionable insights that prevent minor frustrations from escalating into public relations crises.

Challenge internal assumptions and process limitations, advocating for systemic changes that eliminate recurring issues for high-value client groups.

Balance the allocation of immediate resources to urgent cases against the long-term health and stability of the broader customer portfolio.

Establish and maintain a high-trust dialogue with C-level stakeholders, ensuring transparency regarding problem severity, resolution timelines, and potential commercial implications.

Identify early warning signals of client attrition or dissatisfaction, escalating potential risks to senior leadership to safeguard strategic partnerships.

Quantify the financial and reputational impact of service failures and their resolutions, providing data-driven justifications for process improvements and resource allocation.

Champion the adoption of new methodologies and technologies that streamline escalation procedures and enhance the efficiency of crisis management.

Mentor junior support staff on best practices for handling sensitive client issues, embedding a culture of empathy and thoroughness into the support function.

Analyze industry benchmarks and competitor escalation management techniques to ensure Keyloop remains at the forefront of client service excellence.

Translate complex technical jargon into clear, business-focused language that resonates with executive stakeholders and facilitates swift decision-making.

Document every interaction and resolution path meticulously, creating a knowledge base that prevents future incidents and informs strategic planning.

Requirements

You possess a Bachelor's degree or equivalent practical experience, demonstrating a foundational knowledge of business operations or a related discipline.

You have a proven track record of managing complex client relationships in a high-pressure, enterprise-level environment where stakes are significant.

You bring a minimum of five years of experience in customer success, account management, or a closely related field where escalation management was a core responsibility.

You are comfortable operating within ambiguous situations, making sound judgments with incomplete information while maintaining composure under intense scrutiny.

You have a history of resolving conflicts with senior stakeholders, navigating organizational politics to achieve favorable outcomes for the client and the business.

You exhibit extreme ownership of client outcomes, refusing to accept internal constraints as excuses for subpar service delivery.

You are highly analytical, capable of deconstructing intricate problems into manageable components and identifying patterns that lead to repeat failures.

You communicate with precision and empathy, adjusting your style to suit diverse audiences, from technical engineers to executive decision-makers.

Nice to have

Experience within the automotive retail industry, where understanding the emotional and financial significance of vehicle ownership is critical.

Familiarity with dealership management systems and the unique workflows that govern parts, service, and sales operations.

Knowledge of data analytics platforms that can surface trends in customer interactions and predict future dissatisfaction.

Experience with CRM platforms, particularly in configuring escalation workflows and managing complex customer journeys.

A background in change management, enabling you to guide teams through the turbulence of process transformation.

Practical notes

This role is based in Prague, requiring adherence to local working hours and availability for overlapping business windows with global partners.

Travel may be required to visit key client sites across Europe, necessitating flexibility and the ability to adapt to diverse working cultures.

Candidates must be eligible to work in the Czech Republic without the need for sponsorship, as visa support cannot be provided for this position.

The successful candidate must be able to start within a two-week window of receiving a formal offer to ensure continuity in critical client coverage.