Senior Escalation Manager \u2013 Global Support

Company Overview

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.

• 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.

• 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.

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