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 more than 70 countries worldwide, we have earned the trust of a diverse global community that relies on our innovation.
If you're curious to dive deeper and explore our work, we encourage you to take the next step and apply for a job with us!


Meet the Team:

Our diverse team of experienced professionals is dedicated to managing and resolving escalated situations with our Customers. We excel in problem-solving, communication, and collaboration, ensuring the timely and effective resolution of critical issues. We oversee the escalation process, coordinate cross-team efforts, and provide guidance and support, fostering an inclusive environment that values diverse perspectives and innovative solutions.

In the Global Support Organization, as the Escalation Manager, you collaborate with customers and internal stakeholders to promptly resolve critical customer issues. This role demands a diverse skill set encompassing technical proficiency, project management, and exceptional communication abilities.


Your Day to Day:

  • Evaluation & Decision Making: Assess customers, their solutions, and the challenges they face to determine the appropriate escalation path.
  • Action Planning: Collaborate with clients to devise actionable plans aimed at restoring operational stability.
  • Stakeholder Engagement: Lead internal meetings to define action plans, track progress on deliverables, and mitigate potential risks.
  • Client Guidance: Provide strategic direction to clients to help them return to normal business operations.
  • Trust Building and Expectation Setting: Foster strong client relationships through trust-building efforts and clear expectation management.

What makes you excel in this position:

  • Communication: Proficient in communicating effectively in both English and German.
  • Experience: 3-5 years in a position similar to Technical Support, or in a customer-facing role.
  • Analytical Skills: Demonstrated strong analytical capabilities.
  • Project Management: Excellent skills in Project Management Office (PMO) practices.
  • Collaboration: Adept at collaborating across diverse teams in a motivating manner.
  • Service Orientation: Deep understanding of Service Management principles (ITIL).


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. 


We Are Serrala. We have grown from a small family-owned business into an ambitious, global FinTech with 30+ years of experience. We are hungry to evolve, reinvent ourselves and grow - standing still is not an option.

We Are Serralians. A diverse team of 700 + techies, finance and payment experts, creatives and business administrators in 15+ offices around the globe. We see ourselves as a global family that stays connected despite physical distance and celebrates the idea of community. #WeArePassionate #WeAreEmpowering #WeAreEnterprising #WeAreReliable