Escalation Manager, Product Support & Operations

Bloomberry Resorts and Hotels Inc.; Naga; On-site; PHP 600,000 - 900,000; Full time

Job summary

Bloomberry Resorts and Hotels Inc. is seeking a dedicated Escalation Product Support professional to manage and resolve high-priority online platform issues. You will lead investigations, coordinate across product, engineering, QA, and operations to drive timely resolutions.

You will analyze complex incidents, translate findings into actionable product requirements, and help shape workflows and tooling to prevent recurrence, while maintaining thorough case documentation and post-incident reviews.

Qualifications

• Experience in product support, technical support, or related roles.
• Experience handling escalated, business-critical online platform issues.
• Ability to translate issues into clear product requirements.

Responsibilities

• Manage escalated customer-facing online issues unresolved by Product Support.
• Analyze complex cases, identify root causes, coordinate with teams to define solutions.
• Collaborate with product owners, engineering, QA, operations, and vendors to resolve issues.
• Ensure timely follow-up, communication, and closure of escalated cases.
• Review support trends and recurring incidents to identify improvement needs.
• Assist in designing product features, enhancements, or tools to address support needs.
• Translate issues into clear product or technical requirements for implementation.
• Support production verification, issue validation, and post-resolution monitoring.
• Maintain documentation of escalated cases, analyses, resolutions, and procedures.
• Help define support workflows, escalation paths, and troubleshooting guides.
• Provide guidance to supervisors and engineers on complex issues and coordination.
• Coordinate with internal and external stakeholders when cross-functional support is needed.

Skills

Escalation management

Root cause analysis

Stakeholder management

Documentation

Communication

Job description

Bloomberry Resorts and Hotels Inc. is seeking a dedicated Escalation Product Support professional to manage and resolve high-priority online platform issues. You will lead investigations, coordinate across product, engineering, QA, and operations to drive timely resolutions.

You will analyze complex incidents, translate findings into actionable product requirements, and help shape workflows and tooling to prevent recurrence, while maintaining thorough case documentation and post-incident reviews.