Sr Escalation Manager

Role Overview UKG is looking for a Senior Escalation Manager to join our Customer Success Experience team in Pune under a hybrid work model. You will assume full ownership of complex and escalated customer issues, translating technical challenges into clear solutions for our SaaS/HCM clients. Work collaboratively across internal departments to accelerate incident resolution and enhance the customer experience. Key Responsibilities - Assume ownership and drive resolution for escalated customer accounts and complex HCM/SaaS issues. - Coordinate and guide cross-functional resources across internal business units. - Set clear resolution expectations for internal partners and external customer success teams. - Establish communications channels, facilitate meetings, and compile detailed status reports. - Act as the customer advocate to Product Development, Support, and commercial business units. - Document and investigate root causes of customer issues to suggest process improvements. - Handle multiple, high-intensity escalations simultaneously with a structured project management approach. Required Qualifications - Minimum of 5 years of professional experience in customer management or account support. - Demonstrated ability to work collaboratively to resolve client issues and improve satisfaction. - Strong communication skills, with experience interfacing with technical teams (developers, architects). - Knowledge of CRM databases (Salesforce, Gainsight), reporting systems, and MS Office. - Practical experience with Human Resources and Payroll platforms is highly preferred. Why Join Us We push for better and celebrate wins together in an environment built on trust, passion, and digital innovation. UKG offers flexible work schedules, comprehensive benefits, and a culture of continuous learning.