Escalation Manager

Position Overview - We are hiring Escalation Managers to oversee high-priority customer situations across our U.S.-based solar operations. This role acts as the structured escalation authority supporting Scheduling, NTP, Inspections, and Project Management teams. The Escalation Manager is responsible for resolving complex cases, protecting customer satisfaction, and driving cross-department accountability. Project ownership remains with Project Managers. However, escalation resolution ownership sits with this role. This is a high-responsibility, high-communication position.

Timings: 9:30pm-6:30am

Core Responsibilities - Escalation Leadership

• Take control of complex and high-risk customer cases
• Lead de-escalation calls with professionalism and authority
• Resolve billing disputes, delays, inspection failures, permitting setbacks
• Protect company reputation during sensitive situations

Cross-Department Accountability

• Coordinate directly with PMs, Scheduling, NTP, and Inspections
• Identify root causes of breakdowns
• Push for timely internal resolution
• Escalate internally to leadership when necessary

Client Relationship Protection

• Provide structured and transparent updates
• Rebuild trust when projects face delays
• Reduce negative reviews and customer churn
• Ensure high-risk customers are stabilized

Reporting & Process Improvement

• Maintain escalation tracker
• Report weekly on resolution timelines
• Identify recurring operational bottlenecks
• Recommend workflow improvements

Requirements

• Exceptional spoken and written English
• Strong experience handling U.S.-based customers
• 3 to 6 years experience in escalation, retention, or operations
• High emotional intelligence
• Confident phone presence
• Process-driven and KPI-focused
• Ability to stay composed under pressure

Solar or home services experience strongly preferred.