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Job Description & How to Apply Below
Job Summary
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.
Key Responsibilities
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
Required Skills & Qualifications
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
Why Adit
We trust our people and offer completely remote opportunities.
Flexible work schedules for better work-life balance.
Group of 620+ Agile, Smart, and Dynamic IT Professionals.
Supportive and collaborative work environment.
5 days working company (Monday - Friday). All weekends are Off!
Great working and learning environment
Company Sponsored Medical Insurance!
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