Customer Care Manager-Uk

Directly reporting to the Manager, Customer Care, the Escalation Manager is a critical role within Certinia’s Global Customer Care organization, ensuring that our most complex and visible customer issues are managed with precision, urgency, and care.

You will act as a bridge between customers, Support, Product, Engineering, and Executive stakeholders, driving accountability and communication from the case level to multi-account and executive‑sponsored escalations. This position requires exceptional judgment, communication, and coordination skills. You will oversee high‑priority escalations from start to resolution, balancing the need for timely customer updates with the rigor of internal alignment. Success in this role means strengthening customer trust, reducing business risk, and creating long‑t...