Escalation Manager 

This is not a posting for employees or employment in CA, CO, NY, or WA. Persons in such state are excluded from consideration for employment and the Company will reject any applicant information from any such person. Applicants must attest that they are not from CA, CO, NY, or WA for consideration for employment and no work will be permitted in CA, CO, NY, or WA, in whole or in part, in the performance of the position. The falsification of applicant information will result in immediate exclusion from employment consideration or termination from employment.

Location: Chicago Office or Remote, North America (US & Canada) - excluding CA, CO, NY, or WA

Travel: Willingness and ability to travel is an essential function of all jobs at the company unless otherwise advised by your manager or Human Resources at the time of hire or promotion. Approximately 10 - 15% 

Contract: Full time

Language: English

Serrala is a global player in the financial software industry with nearly four decades of experience in empowering businesses to optimize their financial operations. Our core strength lies in our solutions that are designed to make financial processes easier, more efficient, and smarter.

With a substantial client base of over 2,500 clients in over 70 countries worldwide, we have earned the trust of a diverse global community that trusts our innovation.

If you're curious to dive deeper and explore the work we do, we encourage you to take the next step by applying for a position with us!

About the role:

The Escalation Manager reports to the Director of Global Support in North America, and works closely with global Escalation Manager team members. You will be responsible for escalating customer cases and ensuring the timely and effective resolution of customer issues while maintaining customer satisfaction. 

Your Day to Day:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Core duties and responsibilities include (but are not limited to) the following  

• Take ownership of escalated customers that require specialized attention due to their complexity or urgency. 
• Offer expert guidance and assistance to customers by leveraging a comprehensive understanding and deep knowledge of Serrala’s on prem and cloud-based Procure to Pay/Accounts Payable Solutions. 
• Ensure clear communication with the customer while be the liaison with internal stakeholders such as Product Management, Software Development, Consulting, executive leadership and others on escalated customers and collaborate on resolutions. 
• Develop ‘go to green’ plan, including scope & exit strategy 
• Lead improvements by monitoring trends and customer escalations. Provide further guidance to improve solution performance and increase customer satisfaction.   
• Develop and maintain escalation protocols as well as escalation strategies. Advocate for customers’ needs/concerns and provide feedback with the product management team. 
• Other duties as assigned.  

What makes you excel in this position:

The requirements listed below are representative of the knowledge, skill, and/or ability required: 

• Bachelor's degree in relevant field such as Business Administration, Information Technology, or an equivalent combination of education and experience relating to this position. 
• Minimum 7 years of experience in technical support, preferably within the fintech/payment solutions industry. 
• Experience in managing and successfully resolving escalated customer issues. 
• Strong understanding of B2B payment processing, especially with Procure to Pay/ Accounts Payable. 
• Excellent communication skills in English, both written and verbal. 
• Experience with project management. PMP certification is a plus. 

Why us?

What unites us as Serralians across all borders is our passion for future-oriented software solutions and our shared values which are the foundation of our strong corporate culture and our innovative drive. At Serrala, our global teams are eager to evolve, advance, and innovate. We continuously improve the way we work with professional development at the core of what we do. With modern and flexible work environments, global and regional events, and a strong fostering of team spirit, we believe that together we can accomplish any challenge and move any mountain.

[EEO Statement]

We are proud to be an equal opportunity workplace. We celebrate and support diversity by providing equal employment opportunities regardless of race, creed, color, religion, age, sex, national origin, disability or handicap, genetics, protected veteran status, sexual orientation, gender identity or expression, arrest record, or any other characteristic protected by federal, state or local laws.

[To all recruitment agencies]

Serrala does not accept agency resumes. Please do not forward resumes to our job's alias, Serrala employees or any other organization location. Serrala is not responsible for any fees related to unsolicited resumes.

What's in it for you? We have many benefits and perks available to you as a Serrala employee. Here are just a few...

• Medical, Dental, and Vision Insurance - available to you from your first day of employment
• 401(k) - dollar for dollar matching up to 4% and immediate vesting and contribution from your first day of employment
• Up to a $275 monthly reimbursement for phone and internet
• Employee Assistance Program
• LifeMart - discounts on travel, food, products, and services
• Regus – mobile office space available for Serralians for team meetings, department gatherings, and project collaborations