Hybrid Escalation Manager

at Multiple

• Job title: Escalation Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Swift
• Location requirements: Hybrid, Ta Xbiex, Malta

About the role

• Escalation Manager at Multiple overseeing complex customer issue resolution and enhancing B2B client relations. Requires strong communication and analytical skills in a fast-paced environment.

Responsibilities

• Define and implement escalation rules and procedures for customer issues requiring higher-level intervention.
• Monitor and track escalated cases to ensure resolution within agreed SLAs.
• Act as the primary contact for B2B clients during escalations, ensuring consistent, professional communication and swift resolution.
• Coordinate with internal teams (technical support, legal, product development, finance, etc.) to deliver efficient cross-functional solutions.
• Conduct root cause analysis and document incidents to identify trends and inform service improvements.
• Develop and implement preventative strategies to reduce future escalation rates.
• Train, mentor, and provide feedback to support staff on escalation handling, communication, and customer satisfaction practices.
• Provide operational leadership during evenings or times when senior management is unavailable.
• Handle real-time resource allocation across brands and channels, ensuring appropriate coverage and SLA adherence.
• Support onboarding and ongoing training initiatives, particularly around handling complex B2B issues.
• Continue involvement in standard CS tasks including chats, emails, and shifts alongside the CS team.

Requirements

• Proven experience in escalation management, senior customer support, or client success roles.
• Demonstrated B2B client interaction experience, ideally within a high touch service environment.
• Strong understanding of SLA adherence, client satisfaction metrics, and operational excellence.
• Excellent communication and relationship building skills for both internal stakeholders and external business clients.
• Data-driven and analytical, with the ability to interpret service trends and recommend improvements.
• Familiarity with CRM and support platforms (e.g., Zendesk); knowledge of iGaming platforms is a plus.
• Capable of working independently during off-hours and managing high-pressure situations.
• Strong organizational and problem-solving abilities.

Benefits

• Attractive remuneration package
• Health Insurance
• Wellness benefit (after probation)
• Optician/Spectacle and Blue Lens Benefit (after probation)
• Breakfast/lunch all week
• Monthly snacks allowance
• Training support
• Modern office facilities
• Dog friendly workplace
• Exciting Company Events
• Beer Fridays
• Refer a friend bonus
• Relocation package (if required)