How to hire an escalations manager

How to hire an escalations manager, step by step

Here's a step-by-step escalations manager hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write an escalations manager job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new escalations manager
• Step 8: Go through the hiring process checklist

What does an escalations manager do?

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1. Identify your hiring needs

   The escalations manager hiring process starts by determining what type of worker you actually need. Certain roles might require a full-time employee, whereas part-time workers or contractors can do others.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   An escalations manager's background is also an important factor in determining whether they'll be a good fit for the position. For example, escalations managers from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.

   This list shows salaries for various types of escalations managers.

   Type of Escalations Manager	Description	Hourly rate
   Escalations Manager		$34-60
   Customer Service Supervisor	A customer service supervisor is responsible for directing the staff in providing the best services to the customers. Customer service supervisors' duties include evaluating the performance of the service staff, implementing strategic procedures to improve operations, developing promotional offers and products to increase the business' revenues, keeping documents of operation records, and assisting with customer's inquiries and complaints... Show more	$12-25
   Project Coordinator	Project coordinators act as the liaising body between different departments involved in a specific project. They are members of the group assigned to work together for special projects or undertakings that will benefit the organization... Show more	$15-36

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Escalation Management
   • Technical Support
   • Customer Support
   • Traction
   • Customer Relationships
   • Excellent Interpersonal
   • Strong Customer Service
   • Escalation Process
   • Client Issues
   • Customer Inquiries
   • Process Improvement
   • Account Management
   • Workgroup
   • CRM

   Check all skills

   Responsibilities:

   • Work within standing orders to help patients effectively manage their diabetes though medications and other specialty consultations.
   • Insert insurance and patient demographics, verify Medicaid and Medicare.
   • Verify member insurance eligibility for Medicare, CMO, and other Medicaid benefit plans.
   • Monitor agents phone calls then set individual AHT.
   • Point of contact for adding internal users to CRM software and troubleshooting.
   • Develop bonus structures and are in charge of payroll for multiple projects.

   More escalations manager duties

3. Make a budget

   Including a salary range in your escalations manager job description is one of the best ways to attract top talent. An escalations manager can vary based on:

   • Location. For example, escalations managers' average salary in montana is 38% less than in washington.
   • Seniority. Entry-level escalations managers 44% less than senior-level escalations managers.
   • Certifications. An escalations manager with certifications usually earns a higher salary.
   • Company. Working for an established firm or a new start-up company can make a big difference in an escalations manager's salary.

   Average escalations manager salary

   $95,457yearly

   $45.89 hourly rate

   ---

   Entry-level escalations manager salary

   $71,000 yearly salary

   Updated December 19, 2025

   Average escalations manager salary by state

   Rank	State	Avg. salary	Hourly rate
   1	Washington	$121,553	$58
   2	California	$119,823	$58
   3	District of Columbia	$112,334	$54
   4	Minnesota	$111,776	$54
   5	Virginia	$107,357	$52
   6	Connecticut	$105,725	$51
   7	Maryland	$105,643	$51
   8	New York	$105,219	$51
   9	Kansas	$104,605	$50
   10	New Jersey	$104,062	$50
   11	Massachusetts	$101,327	$49
   12	Oregon	$99,406	$48
   13	Michigan	$98,485	$47
   14	Nevada	$98,319	$47
   15	Texas	$97,627	$47
   16	Arizona	$97,540	$47
   17	North Dakota	$97,194	$47
   18	Illinois	$96,677	$46
   19	Utah	$94,986	$46
   20	Pennsylvania	$93,308	$45

   Average escalations manager salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Google	$123,706	$59.47	13
   2	Algolia	$121,078	$58.21
   3	Microsoft	$118,275	$56.86	24
   4	Amazon	$117,900	$56.68	61
   5	SAP	$112,806	$54.23	12
   6	Kronos Incorporated	$104,939	$50.45
   7	Salesforce	$104,503	$50.24	8
   8	Cleo	$103,320	$49.67
   9	Commvault	$101,168	$48.64
   10	Akamai Technologies	$100,973	$48.54
   11	Adobe	$100,266	$48.20	3
   12	VMware	$99,583	$47.88
   13	HighRadius	$99,033	$47.61
   14	Auth0	$98,976	$47.58
   15	Omnicell	$97,943	$47.09
   16	Hewlett Packard Enterprise	$97,537	$46.89	3
   17	Exabeam	$96,614	$46.45
   18	Fivetran	$96,059	$46.18	1
   19	Outreach	$95,983	$46.15	1
   20	Splunk	$95,538	$45.93

4. Writing an escalations manager job description

   An escalations manager job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. Below, you can find an example of an escalations manager job description:

   Escalations manager job description example

   The goal of the IFS Customer Escalation Management Practise is effective identification and management of escalated situations, or situations having the potential to become escalated. A key function in this is an elite team of Customer Escalation Managers that own, plan and execute the de-escalation of escalated customer situations that are having a negative impact on Customer or IFS business where routine processes are considered insufficient to return the customer situation to normal in a timely manner.
   
   As a Customer Escalation Manager, you will use your extensive project management and interpersonal skills to quickly establish trust and leadership. You will expediently and objectively analyse the escalated situation to understand requirements, engage required SME's and then plan and lead de-escalation activity.
   
   This is a demanding and rewarding role, leading and working as part of a small team of experts to turn around challenging customer situations.
   Primary responsibilities of the role are:
   
   • Participate in the evaluation of escalation requests to decide if an escalation is appropriate based on the business impact and preceding actions taken to manage the situation;
   • Take immediate ownership of an approved and assigned escalation;
   • Organize and manage onsite or remote assessment of the customer situation;
   • Assist in identifying required members of the de-escalation team and engage necessary IFS subject matter experts;
   • Align the escalation scope and the escalation success criteria with Customer's and IFS stakeholders, including c-level management;
   • Work with the de-escalation team and the Customer to create a de-escalation action plan, aligning activities with key internal and external stakeholders;
   • Orchestrate de-escalation by leading the de-escalation team and driving the action plan's execution;
   • Manage expectations of all key internal and external stakeholders involved in the escalation;
   • Act as the primary IFS point of contact for all issues within the escalation scope;
   • Provide internal and external senior management escalation status reporting (one source of the truth).

   Copy this example

   

5. Post your job

   There are a few common ways to find escalations managers for your business:

   • Promoting internally or recruiting from your existing workforce.
   • Ask for referrals from friends, family members, and current employees.
   • Attend job fairs at local colleges to meet candidates with the right educational background.
   • Use social media platforms like LinkedIn, Facebook, and Twitter to recruit passive job-seekers.

   Post your job online:

   • Post your escalations manager job on Zippia to find and recruit escalations manager candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Your first interview with escalations manager candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

   Remember to include a few questions that allow candidates to expand on their strengths in their own words. Asking about their unique skills might reveal things you'd miss otherwise. At this point, good candidates can move on to the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new escalations manager

   Once you've decided on a perfect escalations manager candidate, it's time to write an offer letter. In addition to salary, it should include benefits and perks available to the employee. Qualified candidates may be considered for other positions, so make sure your offer is competitive. Candidates may wish to negotiate. Once you've settled on the details, formalize your agreement with a contract.

   It's equally important to follow up with applicants who don't get the job with an email letting them know that the position has been filled.

   To prepare for the new escalations manager first day, you should share an onboarding schedule with them that covers their first period on the job. You should also quickly complete any necessary paperwork, such as employee action forms and onboarding documents like I-9, benefits enrollment, and federal and state tax forms. Finally, Human Resources must ensure a new employee file is created for internal record keeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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How much does it cost to hire an escalations manager?