Skill

Escalation Management

Customer Support and Service

Escalation management is the process of identifying, prioritizing, and resolving issues that cannot be handled at a front-line support level, ensuring they are routed to the appropriate higher-level staff or management for timely resolution. It is a core skill in customer service, IT support, and account management roles, requiring clear communication protocols and tracking systems to prevent problems from lingering unresolved. Effective escalation management helps maintain customer satisfaction and service-level agreement (SLA) compliance.

Open roles requiring Escalation Management (1)

Senior Manager (M2), Partner Resolution Management

Intuit

Washington, DC · Remote

Lead a team resolving complex escalations for Intuit's highest-value accounting partners, managing end-to-end governance, cross-functional collaboration, and root-cause fixes to protect trust and reduce recurring issues. This role suits experienced people leaders comfortable with operational rigor, high-stakes partner management, and driving systemic improvements across product and support functions.

Listed on Intuit’s careers site · Apply there ↗

• Conflict Resolution
• Customer Service
• Account Management
• Incident Management