Escalations Manager

Overview

Work for a company where you make a difference in people's lives every day! At GT, we know that our people are at the heart of our success. If you love your work, enjoy collaboration, and want to learn, you’ve come to the right place. GT Independence has won numerous awards and recognitions for being a great workplace, including being named a National “Best and Brightest Companies to Work For” in 2025 and receiving the "Great Place to Work" Certification for .

The Escalations Manager specializes in escalation and resolution, playing a pivotal role in addressing and resolving complex customer issues that escalates beyond the first level of support. The goal is to ensure customer satisfaction and loyalty by developing effective solutions across markets, maintaining high service standards, and improving overall service standards.

• Issue Resolution:
  Take ownership of escalated customer issues, investigating root causes and collaborating with cross‑functional teams to develop effective and sustainable solutions. Resolve or provide updates to open issues every 24 hours.
• Stakeholder Communication:
  Serve as the main point of contact for escalated issues, ensuring all internal stakeholders, including CT Operations, Directors of Operations and Executive Team, are informed of developments and outcomes.
• Information Gathering:
  Work closely with CT Directors of Operations and Managers across various operational areas (enrollment, processing, support, payroll, claims) to gather necessary information and insights to facilitate effective issue resolution.
• Process Improvement:
  Leverage customer success platforms (Fresh Service) and standardized processes to track escalations, responses, and resolution timeliness. Continuously analyze current processes and customer feedback to recommend improvements in the escalation and resolution process and participate in stakeholder meetings to compare escalation trends to improvement opportunities.
• Team
  
  Collaboration:
  
  Work closely with cross‑functional operational areas (enrollment, processing, support, payroll, claims, legal, compliance) and other departments including Business Development and Information Technology to ensure cohesive customer experience.
• Performance Metrics:
  Monitor and report on the success of resolution efforts, utilizing customer satisfaction metrics and other key performance indicators, and leverage Customer Success platforms (Fresh Service).
• Training Initiatives:
  Assist in developing training programs to enhance the skills of the service delivery teams in handling and preventing future escalations.

• Bachelor’s degree in business administration, Communications, or a related field.

• Minimum of 3‑5 years of experience in customer service or success roles, with at least 2 years in an escalation or crisis resolution capacity.
• Proven track record of resolving complex customer issues and driving customer satisfaction.
• Strong analytical skills and the ability to think critically to solve problems under pressure.
• Excellent communication and interpersonal skills, with the ability to manage sensitive situations diplomatically.
• Resilient and adaptable, capable of working in dynamic environments.
• Customer‑focused mindset with a strong commitment to improving customer experience by providing themes and recommendations to improve based on individual resolutions.
• Detail oriented to ensure fact gathering, resolution tracking, and resolution trend reporting.
• Leadership qualities and the ability to influence cross‑functional teams.

• Experience in Fiscal Intermediary, Medicaid, and Call Center(s).
• Familiarity with CRM software and Customer Success (Fresh Service) platforms.
• Multilingual abilities are a plus to cater to diverse markets.

• Work is performed in an office setting.

GT Independence is a national, family‑owned organization and a trusted leader in personal and financial services for people in need of home and community‑based care throughout the country. We help thousands of people in public health programs across the country find and hire their own personal…