Manager, Escalation Management

We’re not just building better tech. We’re rewriting how data moves and what the world can do with it. With Confluent, data doesn’t sit still. Our platform puts information in motion, streaming in near real‑time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them.

It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together.

One Confluent. One Team. One Data Streaming Platform.

About The Role

We are seeking a Manager of the Escalation Management team to join our Global Technical Support organisation at Confluent. This is a remote leadership position responsible for overseeing a team of Escalation Managers within the global Escalation Management function, supporting customers who use Confluent’s cloud and on‑prem products through escalation and incident management processes. The Manager will drive operational excellence, ensure customer satisfaction, and foster continuous improvement through effective leadership, cross‑functional collaboration, and process optimisation.

What You Will Do

• Take accountability for direct reports and team members located across the EMEA, APAC, and AMER regions, fostering effective collaboration and regular interaction with employees in each region to ensure seamless execution of escalation management responsibilities.
• Lead, coach, and develop a team of Escalation Managers, ensuring high performance, engagement, and professional growth.
• Oversee and prioritise the handling of customer escalations and incidents, driving team accountability for resolution time and customer experience.
• Foster a culture of empathy, problem‑solving, and continuous improvement across the team.
• Monitor trends, root causes, and metrics related to escalations; recommend and implement process improvements to drive operational efficiency and better outcomes.
• Act as a senior escalation point for critical incidents, ensuring swift resolution and effective communication with customers and internal teams.
• Guide team members in coordinating large cross‑functional efforts, both internally and with customers, ensuring effective communication and executive‑level reporting.
• Collaborate closely with Product Support, Engineering, Customer Success, and other stakeholders to advocate for customer needs and drive systemic improvements.
• Facilitate regular review and knowledge‑sharing sessions to keep the team informed of technical updates, best practices, and lessons learned.
• Ensure adherence to and evolution of escalation and incident response processes; oversee seamless execution of regional and global transitions.
• Manage scheduling, including coverage for weekends and holidays, to guarantee 24 / 7 support continuity.

What You Will Bring

Come As You Are

Belonging isn’t a perk here. It’s the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what’s possible.

We’re proud to be an equal opportunity workplace. Employment decisions are based on job‑related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.

Seniority level : Mid‑Senior level

Employment type : Full‑time

Job function : Human Resources

Industries : Software Development

Location : Madrid, Community of Madrid, Spain

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