Escalation-Driven Product Support Leader

Zohorecruit; Parañaque; On-site; PHP 600,000 - 900,000; Full time

Job summary

Zohorecruit in the Philippines is seeking an experienced Product Support Escalations Lead to own and manage high‑impact, customer‑facing issues that cannot be resolved by frontline teams. You will analyze complex cases, identify root causes, and coordinate with product, engineering, QA, and vendors to define practical solutions.

You will ensure timely follow‑up, closing of escalated cases, and clear documentation of analyses, resolutions, and service procedures.

Qualifications

• Professional experience in product support or a related role.
• Experience handling escalated customer-facing issues.
• Ability to coordinate across multiple teams and stakeholders.
• Strong written and verbal communication skills.

Responsibilities

• Manage escalated customer-facing online issues that cannot be resolved by Product Support Supervisors or Product Support Engineers.
• Analyze complex product support cases, identify root causes, and coordinate with relevant teams to define practical solutions.
• Work with Product Support Supervisors, Engineers, product owners, engineering, QA, operations, and vendors to resolve urgent or recurring issues.
• Ensure timely follow-up, communication, and closure of escalated support cases.
• Review support trends and incidents to identify areas for product improvement.
• Assist in designing features, enhancements, tools, or process improvements to address support needs.

Skills

Escalation management

Cross-functional coordination

Root cause analysis

Documentation

Stakeholder management

Communication skills

Tools

Ticketing systems

Incident management tools

CRM platforms

Job description

Zohorecruit in the Philippines is seeking an experienced Product Support Escalations Lead to own and manage high‑impact, customer‑facing issues that cannot be resolved by frontline teams. You will analyze complex cases, identify root causes, and coordinate with product, engineering, QA, and vendors to define practical solutions.

You will ensure timely follow‑up, closing of escalated cases, and clear documentation of analyses, resolutions, and service procedures.