SaaS Escalation Manager - Hybrid Support Leader

N-able Technologies Ltd.; Taguig; Hybrid; PHP 700,000 - 1,100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Generous PTO

Volunteer days

Employee stock purchase program

Company pension

Internet allowance

Pantry allowance

De minimis allowance

Fund-raising opportunities

N-ablite Learning

Hybrid work model

Job summary

N-able Technologies Ltd. is seeking an escalation specialist to own and resolve high-priority issues, lead cross-functional teams, and communicate status with stakeholders.

The role emphasizes strong problem-solving and customer empathy across a global, hybrid work environment. Ideal candidates will have extensive SaaS/IT service operations experience, excellent communication, and the ability to drive investigations toward permanent resolution while collaborating with developers, product

Qualifications

• Bachelor's degree or equivalent work experience.
• 5-8+ years in SaaS, IT or service operations with 3+ years handling escalations.
• Strong problem-solving and decision-making skills.
• Excellent communication and conflict resolution abilities.

Responsibilities

• Own escalations and drive progress to resolution.
• Lead cross-functional virtual teams on action plans for escalations.
• Ensure teams work from clear action plans and meet expectations.
• Communicate status and progress to internal and external stakeholders.
• Drive escalation metrics via audits and dashboards to identify trends.
• Facilitate daily/weekly stand-ups for visibility on customer issues.
• Assess business impact to determine severity and priority of escalations.
• Demonstrate advanced customer service with empathy and ownership.
• Collaborate with technical and business teams to steer investigations.
• Adapt to evolving environment with minimal supervision and drive improvements.
• Maintain a customer-advocate mindset to exceed objectives.

Skills

Escalation handling

SaaS/IT experience

Communication

Conflict resolution

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Job description

N-able Technologies Ltd. is seeking an escalation specialist to own and resolve high-priority issues, lead cross-functional teams, and communicate status with stakeholders.

The role emphasizes strong problem-solving and customer empathy across a global, hybrid work environment. Ideal candidates will have extensive SaaS/IT service operations experience, excellent communication, and the ability to drive investigations toward permanent resolution while collaborating with developers, product