Escalation Manager

Overview

Role focused on managing escalated customer issues and improving satisfaction.

Ideal candidate should have 5+ years in customer support with escalation experience.

Locations

• Philippines

Requirements

• 5+ years experience in customer support
• 2+ years in escalation or team leadership
• Familiarity with networking concepts
• Experience with ticketing systems and CRM tools
• Strong problem-solving and analytical skills

Responsibilities

• Manage escalated customer issues
• Advocate for customers
• Collaborate with cross-functional teams
• Monitor escalation process
• Communicate escalation progress