Escalations Manager

CharterUP(1 month ago)

RemoteFull TimeManager$80,000 - $95,000Service Operations

About this role

The Escalations Manager leads a team responsible for resolving complex and high-priority customer issues, ensuring timely outcomes and customer retention. The role partners across departments to coordinate exceptional requests and drives continuous improvement by analyzing escalation data and feeding insights into product and operational teams. This position supports development of escalation processes, training programs, and SLA-aligned operations within a remote-first Service Operations organization.

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Required Skills

Team Management
Training
Performance Management
KPI Definition
Operations Management
Escalations Management
Process Improvement
Cross-Functional Coordination
Stakeholder Communication
Analytical Skills

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About CharterUP

charterup.com

CharterUP is a U.S. marketplace that connects customers with charter bus operators, offering real‑time availability and instant price comparisons so you can get a quote and book a bus in as little as 60 seconds. The platform provides instant quotes, 24/7 reservation specialists, and real‑time bus tracking so groups can reserve, manage, and monitor transportation for events, tours, or transfers. CharterUP positions itself as a centralized booking solution that streamlines reservations and provider communication across the country.