Senior Escalation Manager \u2013 Global Support

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What You'll Do and Who You'll Work With

As a Senior Escalation Manager (EM) in UKG's Global Support organization, you will own and drive resolution of complex, escalated customer issues across our SaaS, Cloud, and On-Premise Workforce Management solutions. You'll act as the primary point of accountability, ensuring issues are managed to closure while keeping customers and stakeholders aligned.
This role isn't hands-on technical, but success requires working closely with technical teams, translating complex problems into clear terms, and guiding resolution strategies. At any time, you'll manage one to six escalations of varying intensity, while also contributing to special projects.

What You'll Do

• Take full ownership of escalated customer engagements, setting expectations and leading communication across clients, internal teams, and executives.

• Define and track key issues, establish resolution plans, and maintain detailed updates.

• Lead customer and internal meetings, providing clear agendas, summaries, and progress reports.

• Coordinate resources across technical, engineering, and support teams-often influencing without direct authority.

• Act as customer advocate with Engineering and other internal stakeholders.

• Ensure consistent, proactive communication until issues are resolved and customers return to standard support.

• Provide after-hours or holiday coverage as needed.

What We're Looking For

• 3+ years of direct customer management or account support experience.

• Exceptional communication skills (English-written and verbal). Additional languages are a plus.

• Strong organizational skills with a sharp eye for detail in fast-paced, high-pressure situations.

• Ability to manage multiple complex accounts simultaneously, while adapting to varied challenges.

• Proven problem-solving and diplomacy skills with the flexibility to handle both structured and unconventional scenarios.

Nice to Have

• Experience with enterprise SaaS solutions and/or Atlassian products (Jira, Confluence)

Why Join Us

You'll report to the Sr. Manager of Technical Support Engineering and collaborate with a passionate team of Senior Escalation Managers. Based in , this role offers a flexible home/office work arrangement and strong career growth opportunities within UKG.

Where we're going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]