Escalation Manager, Thrive
$50-60k
NextGen technology outsourcing provider
Be an early applicant
NextGen technology outsourcing provider
1001+ employees
Be an early applicant
$50-60k
1001+ employees
Company mission
To be recognized as the leading technology service provider to the Mid-Market and sophisticated SMB clientele around the world.
Role
Who you are
- Bachelor’s degree in technology, business, communications, or related field plus 3+ years of experience in technology or customer service
- Ability to work in a fast paced, challenging environment with a diverse, global client base
- Strong analytical and end-to-end problem identification, management and resolution skills
- Strong written and verbal communication skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences and explain impact in business terms
- Skilled at managing relationships with C-level stakeholders
- Available to work outside regular hours, including weekends and holidays, to handle escalations and join the on-call rotation
- Ability to download and use critical business applications on your mobile phone (Microsoft Teams, Outlook, etc.)
What the job involves
- This position offers you the opportunity to join our rapidly growing organization
- We're looking for people with a passion for delivering customer success
- As an Escalation Manager, you will flex your leadership, practice self-autonomy and show initiative to optimize both process and delivery around our Managed Service offerings
- In this position, the preferred applicant will act as the principal point of contact, managing client concerns and working closely with internal and external stakeholders to ensure outstanding customer service
- As an Escalation Manager in the Operations organization, you should have a baseline technical background combined with excellent customer service expertise
- A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position
- Ultimately, you should be able to ensure high-quality support, increase client satisfaction, improve relationships and foster positive cultural and behavioral change
- Own client technical escalations and coordinate resolution efforts with primary internal and external stakeholders by working cross-functionally to ensure incident ownership, action items and communications are fulfilled
- Organize and facilitate calls between multiple parties, managing an active incident bridge and ensuring consistent communication through resolution of ongoing incidents
- Ensure process change ideas are implemented and action items are driven toward effective change
- Assist with development and management of clear and standard processes, which allow for both efficient and effective process adherence while managing escalations
- Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
- Provide robust post-escalation reporting to ensure there is appropriate visibility into key client issues including escalation statistics, trending analysis, incident status activities and engaged resources
- Ability to translate technical information and articulate findings and next steps clearly to all stakeholders
- Set proper expectations for all stakeholders on expected outcomes, timelines and communication cadences
- Is willing to work outside regular business hours as required to meet escalation needs
- Participate in the team’s weekend and holiday on-call rotation
Our take
Founded in 2001 as an IT service, Thrive has grown into an end-to-end solution for cybersecurity and Cloud offerings, helping businesses to evolve digitally and securely. Its services are used by the aerospace, social housing, education, retail and other industries.
Thrive has expanded its operations across North America, the Asia-Pacific, and Europe through more than 20 strategic acquisitions. Although it operates in a crowded field of customer experience and digital transformation companies, its numerous awards and robust portfolio have sustained its success for over two decades.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Comprehensive Benefits Package
- Paid Annual Leave and Holidays
- 401K and Company Match
- A Learning Company
- Smart and Diverse Environment
- Annual Company Events
- Flexible Schedules
- New Employee Referral Program
Company HQ
Foxborough, MA
Leadership
Bill McLaughlin
(CEO & Board Member)Bill previously co-founded The Jillian Fund where he served as the Chairman of the Board for 11 years. He also served as a Senior VP of Strategic & Major Accounts at Kaseya and as EVP & CTO of Managed Services at Atlantic Tomorrow's Office.
Scott Steele
(COO)Prior to joining Thrive in 2024, Scott spent 9 years at HP as VP & Head of Systems & Infrastructure, Contractual Systems, and Managed Services Systems, Digital & Transformation Organization. Before that he spent over 2 years at Hewlett-Packard as a Senior Director of Managed Services, WW Service Deliver & Infrastructure.
Michael Gray
(CTO & VP of Technology)Michael joined Thrive in 2007 as a Director of Network Operations, moving into the role of VP of Technology in 2016 before adding CTO to his title in 2017.
Joe Waleck
(CRO)Joe joined Thrive in 2023 as CCO, moving into the role of CSO in 2024 and CRO in 2025. Prior to this, he spent nearly 16 years at Presidio as the VP of Sales, 2 years at Cisco Systems as a Key Account Manager, and nearly 5 years at AT&T as a Client Business Manager.
Kristina O'Connell
(CMO)Kristina joined Thrive in 2023 as an EVP of Marketing before moving into the role of CMO in 2024. Previously, she founded acorn and served as a VP of Corporate Affairs & Marketing at Dascena.
Kimberly Saturley
(CPO)Prior to joining Thrive in 2025, Kimberly spent 4 years at Aqua Security as the Head of Americas & Global GTM HR, VP of People (American & Global GTM), and Chief HR Officer. She also served as the CPO at Medicus Healthcare Solutions and as Director of HR at Zerto.
Prior to joining Thrive in 2025, Nicholas was the Chief Legal Officer & Corporate Secretary at Transfix, VP & Deputy General Counsel at Advance and Counsel, Corporate Department at Paul, Weiss, Rifkind, Wharton & Garrison.
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