Escalation Management Senior Specialist

At Qualtrics, we create software the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you'll be part of a nimble group that's empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won't have to look to find growth opportunities—ready or not, they'll find you. From retail to government to healthcare, we're on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that's work worth doing.

Escalation Management

Why We Have This Role

Qualtrics' Escalation Management team consists of highly experienced advocates, technology specialists, and problem solvers. As a member of this team, you will manage customer and executive escalations with care and expertise. You will proactively work to reduce the number of escalations. Providing enablement and support to our end users will be a key part of your role. You will maintain deep, long-term product knowledge within Customer Operations. Sharing that knowledge across teams will help enhance overall service. This team plays a vital role in ensuring customer satisfaction and operational excellence.

How You'll Find Success

• In this role, you will provide technical solutions that directly contribute to the long-term success of our customers' programs and manage the timely resolution of customer escalations in conjunction with our global Customer Success counterparts.
• You will also be a coach and mentor to our employees in the Q University program, an essential company-wide talent incubator.
• In addition to strong technical skills, you must be an outstanding communicator able to adapt technical explanations for both technical and non-technical end-users.
• You will interface with cross-functional teams to address customer escalations and proactively improve the customer experience.
• Those who join our team are passionate about problem solving, creating lasting customer relationships, and are strong advocates for the Qualtrics community.

How You'll Grow

• Demonstrate unparalleled product expertise and problem-solving acumen to recommend solutions tailored to customer needs
• Become a Qualtrics Expert. Be versed in the tools and systems our customers use to leverage the product and be the voice of the customer by providing feedback and clarification to these systems when needed.
• Aggregate customer feedback to give a more accurate picture of customer needs for Customer Ops leadership to continuously improve our support offering for customers

Things You'll Do

• Escalation Management
  • Monitor and own resolution of technical and non-technical escalations raised by the customer across different channels (low CSAT, via CSM, social media etc)
  • Partner with Customer Success to understand our customer's program objectives and key milestones to support issue prioritisation
  • Partner with Technical Escalation Engineering, and Engineering teams to ensure issues are prioritised with the right level of urgency
  • Proactively mitigate escalations by monitoring customer pain points and addressing open issues with customers prior to escalation
  • Proactively identify service opportunities (e.g. EPS, TAM, Partner) for customers who would benefit from additional support
  • Participate in on-call rotations (including weekend on-call)
   
  
• Direct Customer Care
  • Provide world class customer communications, responsive follow-through and collaborate extensively to resolve all customer issues
  • Provide solutions to customers on niche technical specialities such as SDK, SSO, themes, vanity url
   
  
• Mentoring
  • Enable Quni to more effectively and efficiently resolve challenging technical issues through peer to peer coaching and mentorship
  • Support the continued development of technical skills across our Quni team, through knowledge sharing and product training (e.g. troubleshooting masterclasses)

What We're Looking For On Your Resume

• Minimum Qualifications
  • Bachelor's degree from a competitive university
  • Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment
  • Comfort in working both autonomously and collaboratively
  • Ability to learn technical concepts and articulate them to a non-technical audience
  • Desire to mentor entry level Specialists in both technical and professional capacities
  • Ability to effectively multitask and prioritize between competing demands
  • Detail-oriented
  • Familiarity with software and front-end development
  • Familiarity with data analytics and data-driven decisions
  • An ability to grasp customer needs and recommend value-added solutions
  • Excellent verbal and written communication skills
  • Strong problem-solving skills
• Preferred Qualifications
  • Previous experience in a technical role and/or technical skills
  • Proven work experience in customer-facing, consulting, or sales role

What You Should Know About This Team

• The Escalation Management Team is committed to resolving Customer Ops escalations with a customer-first mindset, prioritizing unblocking the customer quickly and effectively.
• Team members have the authority to request help and resources as needed and pursue multiple resolution paths in parallel to expedite support outcomes.
• EMT leverages deep product knowledge and strong collaboration with cross-functional teams to ensure timely, expert resolution of both technical and non-technical escalations.
• The team values proactive escalation prevention, continuous improvement, and fostering long-term customer satisfaction through mentorship and knowledge sharing.

Our Team's Favorite Perks and Benefits

• Monthly Wellness Bonus: Every quarter you will receive a bonus to use on a wide variety of wellness benefits. (Ex: monthly gym pass, athletic clothing, massages, camping gear, financial planner, etc).
• 30 paid days off: 15 PTO, 5 personal days, and 10 Holiday closures 
• Qualtrics Experience Program - $1500 for an experience of your choosing (eligible after one year)
• 401k match program
• Medical Benefits: Healthcare, Vision, Parental Leave, Dental, and more
• Free lunch, snacks, drinks, massage chairs, table tennis, an onsite gym, and more

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life. #hybrid
 
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
 
​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act
 
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
 
Not finding a role that's the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.

---