17 Escalation Manager Interview Questions and Answers

Escalation managers are the unsung heroes of the customer service world. They work behind the scenes to make sure that customer complaints and concerns are addressed in a timely and satisfactory manner. This job can be extremely challenging, but it’s also very rewarding.

Before you can start working as an escalation manager, you’ll need to go through a job interview. To help you prepare, we’ve put together a list of sample questions and answers that you can expect to be asked.

Are you familiar with the organizational chart for our department or company?

The interviewer may ask this question to assess your understanding of the company’s structure and how it relates to your role. Use your answer to highlight any relationships you have with other departments or managers that can help you succeed in your new position.

Example: “I am familiar with the organizational chart for my current employer, but I also know that each organization has its own unique structure. In my previous position, I worked closely with the HR department to understand who I should go to if I needed assistance on a project. This helped me build strong relationships with many different departments within the company, which ultimately led to more opportunities.”

What are some of the most important qualities for an escalation manager to have?

This question can help the interviewer determine if you have the skills and abilities to succeed in this role. Use your answer to highlight some of your most important qualities as an escalation manager, such as communication skills, problem-solving skills and conflict resolution skills.

Example: “The two most important qualities for an escalation manager are patience and empathy. As a manager, it’s my job to make sure that all employees feel comfortable coming to me with any questions or concerns they may have. I also need to be able to understand their perspective so that I can provide them with solutions that work for everyone involved.”

How would you handle an employee who consistently fails to follow escalation procedures?

This question can help the interviewer assess your ability to manage employees and apply disciplinary measures when necessary. Use examples from past experience where you helped an employee improve their performance or applied consequences for failing to follow procedures.

Example: “In my last role, I had a team member who consistently failed to escalate issues with customers within 24 hours of receiving them. This led to customer complaints that we couldn’t address in time, which resulted in lost sales and damaged relationships with our clients. After several warnings, I demoted this employee to a lower-level position until they could demonstrate consistent adherence to escalation procedures.”

What is your process for escalating an issue when the initial attempt to solve the problem failed?

This question can help the interviewer understand how you approach a problem and your ability to solve it. Describe your process for solving problems in an efficient manner, including any steps or strategies that have helped you succeed in the past.

Example: “I first try to resolve the issue myself by researching the problem and looking at different solutions. If I’m still unable to find a solution, I will ask my supervisor for advice on how to proceed. If they are unavailable, I will reach out to other colleagues who may be able to provide insight into the situation. Once I’ve gathered all of the information I need, I will develop a plan to solve the problem.”

Provide an example of a time when you successfully resolved an issue by coordinating multiple teams or departments.

An interviewer may ask this question to learn more about your ability to work with others and collaborate on projects. Use examples from previous roles that highlight your communication skills, problem-solving abilities and teamwork skills.

Example: “In my last role as an escalation manager, I worked with multiple teams and departments to resolve customer service issues. One day, a customer called in asking for help because they were having trouble logging into their account. The customer service representative who answered the call asked them several questions to gather information about the issue. They then forwarded the case to me so I could further investigate the situation.

I gathered all of the relevant information from the customer and reviewed it with my team. We determined that the issue was due to a server error. After we resolved the issue, we sent the customer a follow-up email letting them know that we had fixed the problem.”

If you had to choose one area of our business to focus on for improving escalation procedures, what would it be?

This question is a great way to determine how much the candidate knows about your company and its processes. It also shows that they are willing to take on responsibility for improving areas of the business that need it.

Example: “I would focus on improving communication between departments. I’ve noticed in my research that this is an issue at many companies, but I think we could implement some simple solutions to help with this problem. For example, I’d suggest creating a system where employees can send out questions or concerns through email or text message. Then, managers can respond back with answers or instructions. This will allow employees to get their questions answered quickly and efficiently.”

What would you do if you noticed a pattern of employees skipping steps when escalating an issue?

This question can help the interviewer determine how you would handle a situation that could negatively impact your team’s performance. Use examples from past experience to show how you would address this issue and ensure it doesn’t happen again.

Example: “In my last role, I noticed several employees were skipping steps when escalating an issue. When I asked them why they skipped certain steps, they told me they didn’t think their issues were important enough to be escalated. To solve this problem, I scheduled weekly meetings with each department to discuss what types of issues should be escalated and why. This helped employees understand the importance of following proper escalation procedures.”

How well do you understand our company’s policies and procedures for escalating issues?

The interviewer may ask you this question to assess your knowledge of the company’s policies and procedures. This can help them determine if you are familiar with how things work at their organization. In your answer, try to show that you have researched the company’s policies and procedures for escalation management. You can also mention any specific policies or procedures that you find interesting or relevant to your role as an escalation manager.

Example: “I did some research on your company before my interview, and I found your policy on escalating issues very interesting. Your policy states that all employees should report escalated issues to their direct supervisor first. If they cannot resolve the issue themselves, then they must escalate it to their team leader. After that, they can escalate it to their department head. Finally, they can escalate it to the senior leadership team.

This is a unique policy because most companies only allow employees to escalate issues up to their managers. However, I think this policy makes sense for your company because it allows each employee to learn more about resolving issues by giving them multiple opportunities to do so. It also helps ensure that every issue gets resolved in a timely manner.”

Do you have any experience training employees on how to properly escalate issues?

This question can help the interviewer understand your experience training employees and how you might train their team. Use examples from past experiences to highlight your communication skills, ability to teach others and leadership qualities.

Example: “In my current role as escalation manager, I have trained new employees on how to properly escalate issues they encounter in the workplace. I find that it’s important for all employees to know how to handle different situations so they don’t feel like they need to go directly to a supervisor or manager with every issue. In my previous position, I also helped train employees on proper escalation procedures.”

When is it appropriate to bring in outside help to resolve an issue?

An interviewer may ask this question to assess your decision-making skills and how you handle conflict. Use past experiences to explain when it’s appropriate to bring in outside help, such as a supervisor or another department.

Example: “In my previous role, I had a customer who was upset with the company because they didn’t receive their order on time. The customer called our support line multiple times about the issue, but I couldn’t resolve the problem over the phone. Instead, I asked them to hold while I transferred the call to my manager so she could speak with the customer directly. She apologized for the delay and offered the customer a discount on their next purchase. The customer was satisfied with the resolution.”

We want to improve our response time to urgent issues. What would you do to implement a strategy for doing so?

An interviewer may ask this question to assess your ability to prioritize and manage multiple projects. Use your answer to highlight your organizational skills, attention to detail and time management abilities.

Example: “I would first create a list of all urgent issues that the team needs to address. Then I would assign each issue to one member of my team so we can ensure that everyone is aware of their responsibilities. Next, I would set a goal for how quickly we need to respond to urgent issues. For example, if an urgent issue arises during business hours, then I would expect us to respond within 30 minutes. If it’s after business hours, then I would expect us to respond within 12 hours.”

Describe your process for keeping yourself calm when dealing with an urgent issue.

When working as an escalation manager, you may need to handle urgent issues that require your attention. Employers ask this question to make sure you have the skills needed to stay calm and focused when under pressure. Use your answer to explain how you plan to manage stress in this role. Share a specific strategy or two that you use to keep yourself calm during challenging situations.

Example: “I find that it’s important for me to take regular breaks throughout the day. This helps me recharge my energy levels so I can remain focused on my work. Another thing I do is practice deep breathing exercises before starting any urgent tasks. Taking a few moments to focus on my breath has helped me feel more relaxed and ready to tackle challenges.”

What makes you an ideal candidate for an escalation manager position?

This question can help the interviewer determine if you have the skills and qualifications they’re looking for in an escalation manager. Use your answer to highlight any relevant experience, education or personality traits that make you a good fit for this role.

Example: “I am passionate about helping others succeed, which is why I became an IT professional. In my current position as an escalation specialist, I’ve helped many employees solve their technical issues, including senior-level managers who were having trouble with their computers. This has given me valuable experience working with different types of people and figuring out how to best communicate with them. It also helps that I’m familiar with most common computer problems.”

Which computer programs or systems have you used to manage employee or customer inquiries?

The interviewer may ask this question to learn more about your experience with computer programs and systems. Use your answer to highlight the specific skills you have that allow you to use these programs or systems effectively.

Example: “I’ve used several different customer service software programs in my previous roles, including Zendesk, Freshdesk and Deskpro. I find these programs useful for managing escalations because they allow me to view all of an employee’s inquiries at once and respond to them quickly. These programs also help me track important information like which employees are receiving the most calls and how long it takes us to respond to each inquiry.”

What do you think is the most important aspect of an escalation manager’s role?

This question is an opportunity to show the interviewer that you understand what’s important in this role. Your answer should include a specific skill or quality and how it helps you perform your job well.

Example: “I think the most important aspect of my role as escalation manager would be communication. I feel like effective communication with all stakeholders involved in a project is crucial for its success, so I make sure to communicate clearly and often with everyone on my team. This includes regular check-ins with my team members, weekly meetings with my direct reports and biweekly meetings with senior management.”

How often do you think an organization should review their escalation procedures?

The interviewer may ask you this question to understand how often you think an organization should review their escalation procedures. This can help them determine if your experience and knowledge align with the company’s expectations. In your answer, try to explain that it depends on the organization but that reviewing the procedures at least once a year is beneficial.

Example: “I believe organizations should review their escalation procedures at least once a year. While some companies might be able to get by with less frequent reviews, I find that regularly reviewing these policies helps ensure they are up-to-date and relevant. It also allows employees to refresh their memories about what to do in different situations.”

There is a gap in your company’s policies or procedures that is causing employees to make mistakes when escalating issues. What is your process for addressing this issue?

An interviewer may ask this question to understand how you would handle a situation that requires you to use your problem-solving skills. In your answer, explain the steps you would take to identify the issue and develop a plan for addressing it.

Example: “I once worked at a company where there was no clear policy on who should escalate issues within the organization. This led to confusion among employees about who they should contact when they had questions or concerns. I met with my manager to discuss the issue and we decided to create an escalation matrix to help employees know which person to contact based on their issue.”