Escalations Specialist

Overview

Make an Impact!

At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher’s time and a student’s learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life.

How can you make an impact?

McGraw Hill, the leading provider of digital and print educational resources, is looking for an Escalations Specialist. The Escalations Specialist is a facilitator and connector responsible for finding the right experts, engaging them, and keeping critical customer issues moving. This individual owns the narrative and coordination of escalations so that Sales and customers have one clear source for status and decisions. The role serves as a liaison between internal groups and our global customers, owning the issue and communication until resolution.

This is a remote position open to applicants authorized to work for any employer within the United States.

What you will be doing:

• Manage high-impact escalations, handling complex, multi-ticket customer issues (often A-Class or strategic districts) that require cross-team collaboration and rapid resolution.
• Maintain the escalation tracker, Salesforce, Jira, and other tools for all stakeholders, ensuring real-time accuracy.
• Facilitate communication and cross-functional coordination between Sales, Support, Product, Engineering, Integrations, and Content teams to bring issues to resolution.
• Identify systemic patterns and recognize when individual tickets are part of larger, recurring escalations (e.g., data and reporting issues, integration failures).
• Represent the customer voice internally, providing clear and timely updates to external customers and internal teams via phone, email, or meetings.
• Support continuous improvement by identifying and implementing opportunities to reduce escalations and improve resolution cycle time.
• Generate and distribute reports that drive issue resolution, fulfill customer report requests, and inform product and engineering prioritization.
• Provide escalations support beyond standard hours, including support for both U.S. and international teams as needed (may include non-standard working hours and weekend availability).

We’re looking for someone with:

• Bachelor’s degree desired.
• 3+ years of job-related experience in technical or integration support, or escalation management.
• Strong analytical and problem-solving abilities.
• Proven ability to manage complex, multi-stakeholder issues.
• Strong organizational skills with the ability to prioritize competing demands in high-pressure situations.
• Self-motivated, detail-oriented, and capable of working independently.
• Professional demeanor and composure in challenging situations.
• Demonstrated patience and ownership in all interactions.
• Working knowledge of Windows and Mac environments, as well as standard office tools.
• Proficiency with MS Office Suite and web browsers (MS Explorer, Firefox, Chrome, Safari).
• Experience navigating and tracking issues across multiple platforms (ticketing systems, CRM, collaboration tools).
• Ability to generate reports from systems and databases.
• Strong attention to detail and record-keeping accuracy.
• Experience in learning management systems or educational technology.
• Proficiency with Jira and team collaboration tools (Confluence, Slack).
• CRM experience (Salesforce.com).
• Project management and cross-functional coordination experience.
• Experience managing escalation tracking systems and dashboards.

Key skills/competency

• Escalations Management
• Customer Support
• Problem-Solving
• Cross-functional Collaboration
• Project Management
• Jira
• Salesforce
• Communication
• Analytical Skills
• Technical Support