Escalation Manager

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform, which is found in our SASE and SSE offerings, protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. Together, we create a customer-centric culture that fosters success, adoption, and continuous growth.

We're looking for an experienced Escalation Manager to join our Customer Success team. Reporting to the VP Customer Support, EMEA. You'll be based in a hybrid role at our Wrocław, Poland office and be responsible for:

• Managing Escalations: Driving the resolution of customer and sales escalations by validating severity and ensuring timely outcomes
• Developing a Structured Framework: Creating a scalable, structured process to support consistent tracking, communication, and resolution progress
• Cross-Team Collaboration: Coordinating across teams to enhance visibility and ensure alignment during escalation procedures
• Improving Processes: Analyzing escalation trends to identify gaps, foster learning opportunities, and boost overall efficiency
• Focusing on Customer Experience: Maintaining a customer-centric approach to effectively resolve escalations and support long-term satisfaction

What We're Looking for (Minimum Qualifications)

• 5+ years of professional experience in customer success, support operations, escalation management, or a similar role;
• Proven track record of managing and resolving customer escalations or complex challenges involving cross-functional teams
• Excellent problem-solving and critical thinking skills, with the ability to navigate ambiguity and conflict
• Strong communication and interpersonal skills, with a customer-first mindset; capable of delivering concise, impactful messages to customers, sales teams, and executive leadership
• Exceptional organizational skills and detail orientation; able to prioritize competing demands and meet deadlines under pressure in a fast-paced, dynamic environment

What Will Make You Stand Out (Preferred Qualifications)

• Experience in the cybersecurity or SaaS industry is a strong advantage. Once the JD is confirmed, I'll send it to ther relevant recruiters in the other regions and post in Poland

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At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws.

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.