Escalation Manager; US shift - Remote

We are looking for a proactive and detail-oriented Escalation Manager to manage and resolve high-priority customer issues within our SaaS environment. The ideal candidate will act as a bridge between customers, technical teams, and support functions to ensure timely resolution and high customer satisfaction.

• Handle and manage critical customer escalations with urgency and ownership
• Act as the primary point of contact for high-impact issues
• Coordinate with internal teams (Support, Engineering, Product) to drive resolution
• Maintain clear and consistent communication with customers during incidents
• Analyze root causes and ensure preventive measures are implemented
• Track and report escalation metrics, SLAs, and trends
• Document issues, solutions, and knowledge base updates
• Ensure adherence to defined SLA and escalation processes

• Bachelor’s degree in IT, Computer Science, Business, or related field
• 5+ years of experience in customer support, escalation management, or technical support in a SaaS company
• Strong understanding of SaaS platforms, APIs, and cloud environments
• Excellent problem-solving and analytical skills
• Strong communication skills (verbal and written)
• Ability to work under pressure and manage multiple priorities
• Familiarity with ticketing tools like Zoho, Zendesk, Freshdesk, Jira, or similar
• Flexibility to work the US shift (6:30 pm to 3:30 am) to align with the needs of our US-based customers

• Remote opportunities across the company
• Flexible work schedules to enhance work-life balance
• Collaborative environment with 620+ Agile IT professionals
• Five days working week (Monday - Friday) with weekends off