Technical Escalation Manager - UKI

At EcoOnline, we believe in the power of technology to reshape how organisations protect their people and the planet, paving the way for a safer, more sustainable future.

As a global SaaS leader, we’re at the forefront of innovation in workplace health, safety, and sustainability. Our team is passionate about creating meaningful impact and making a real difference.

Trusted by over 11,000 customers, we’re recognised as pioneers in our field, delivering expertise and guidance to empower our customers at every stage of their safety and sustainability journey.

Want to be a part of a company that’s making a difference?

We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.

🌍 Impact : A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.

💡 Innovation : Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.

📈 Growth : Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.

We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.

Our culture code , a set of principles that underpins our values, is our commitment to each other and working better together.

Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!

About the Role

The Technical Escalation Manager acts as a critical link between support, engineering, and customer success teams, driving resolution of technical issues that impact our customers and business continuity. The responsibilities include end-to-end ownership of escalations, transparent stakeholder communication, and driving continuous improvement through root cause analysis and cross-functional collaboration.

Key Responsibilities :

Escalation & Incident Ownership

• Take responsibility for the management and coordination of high-priority technical escalations from customers.
• Ensure timely resolution by facilitating collaboration between internal teams and tracking progress until closure.
• Prioritise and triage escalated issues based on customer impact and business urgency.

Customer & Stakeholder Communication

Monitoring & Reporting

Continuous Improvement & Prevention

Cross-Functional Collaboration

What we're looking for :

Our Benefits :

We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.

EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.

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