Escalations Manager (US Shift)

Position Overview

We are hiring Key Account Manager 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.

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

Ensure high-risk customers are stabilized

Reporting & Process Improvement

Maintain escalation tracker

Report weekly on resolution timelines

Identify recurring operational bottlenecks

Recommend workflow improvements

Required Qualifications

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