Degreed

1 Job

564 Employees

About the Company

Degreed is the leading AI-powered learning platform for enterprise workforce transformation, helping organizations build the skills they need to stay ahead. With deep skill-building experiences, seamless integration with your HR technology suite, and intelligent automation, Degreed personalizes development at scale—so your workforce is always ready for what’s next. To learn more about Degreed, visit www.degreed.com.

Listed Jobs

Company Name: Degreed
Job Title: Escalation Manager | UK
Job Description: **Job Title:** Escalation Manager **Role Summary:** Manage high-priority customer escalations across Support, Product, Engineering, and Implementation teams to resolve complex technical issues, improve customer experience, and drive systemic improvements in platform reliability. **Expectations:** Requires 4+ years in technical support, escalation management, or SaaS support engineering. Strong cross-functional collaboration, technical troubleshooting, and communication skills. **Key Responsibilities:** - Own and resolve complex, high-impact customer escalations from identification to resolution. - Coordinate cross-functional teams to prioritize, track, and communicate escalations. - Provide technical updates and resolution strategies to customers via email, phone, and screen sharing. - Support Tier 2 engineers with tools, access, and information for efficient troubleshooting. - Analyze technical logs, root causes, and diagnostics to identify systemic risks. - Build datasets and reports to surface trends, risks, and improvement opportunities. - Partner with Engineering to translate technical insights into customer-friendly guidance. **Required Skills:** - Technical troubleshooting: SaaS systems, API/flow analysis, log debugging, configuration logic. - Cross-functional collaboration: Product, Engineering, Support, and Implementation teams. - Data analysis: Trend identification, reporting, and continuous process improvement. - Communication: Articulate technical concepts to non-technical audiences and enterprise customers. - Tools proficiency: Zendesk, Jira, Salesforce; AI-powered analytics tools for ticket analysis, log summarization, and communication drafting. **Required Education & Certifications:** Not specified. ---