Customer Care Manager

Location: UK Remote or Granda

Internal Application Deadline: Friday, 10th July

WHO WE ARE

THE ROLE

The Escalation Manager is a critical leadership role within Certinia’s General Customer Care organization, ensuring that our most complex and visible customer issues are managed with precision, urgency, and care.
You will act as a bridge between customers, Support, Product, Engineering, and Executive stakeholders, driving accountability and communication from the case level to multi-account and executive-sponsored escalations.

This position requires exceptional judgment, communication, and coordination skills. You will oversee high-priority escalations from start to resolution, balancing the need for timely customer updates with the rigor of internal alignment. Success in this role means strengthening customer trust, reducing business risk, and creating long-term value by improving how we manage and prevent escalations.

WHAT YOU WILL DO IN THIS ROLE
- Own end-to-end management of escalations,



from single critical cases to multi-account and executive-level visibility issues.
- Serve as the central point of coordination between Support Analysts, Product Support Engineers, Customer Success, Professional Services, and Product/Engineering teams.
- Establish clear next steps, ensure accountability, and maintain consistent progress across all stakeholders.
- Provide timely, transparent, and professional communication to customers, including executives, ensuring expectations are set and met.
- Partner with leadership to assess business impact, customer sentiment, and required level of visibility for each escalation.
- Actively participate in and monitor internal “swarms” and cross-functional working sessions to ensure accountability, progress tracking, and alignment.
- Proactively identify patterns or systemic risks across escalations and provide insights to influence product improvements, support processes, and customer outcomes.
- Represent escala

📌 Customer Care Manager-uk (Armilla)
🏢 Certinia UK
📍 Armilla