Director Escalations
Director Escalations
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Salary Not Disclosed
1 Vacancy
Job Description
Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseyas bestinbreed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained strong doubledigit growth over the past several years and is backed by Insight Venture Partners www.insightpartners a leading global private equity firm investing in highgrowth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000 Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our awardwinning solutions go to www.Kaseya and for more information on Kaseyas culture please click here: Kaseya Culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD being GRITTY being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers and the betterment of their careers and longterm financial wealth.
Kaseya is the leading provider of unified IT management and security software for MSPs and IT teams. We empower businesses to efficiently manage secure and optimize their IT infrastructure with our comprehensive suite of solutions.
Role Overview:
We are seeking an experienced Escalation Director to join our Customer Support organization ensuring the timely and effective resolution of critical customer issues. This role is responsible for managing highpriority escalations driving crossfunctional collaboration and improving overall support processes to enhance the customer experience. The ideal candidate has experience working with managed service providers (MSPs) or IT teams and a deep understanding of IT operations.
Key Responsibilities:
- Manage Critical Escalations: Own and drive highimpact customer escalations ensuring swift resolution through coordination with support engineering and product teams.
- Customer Advocacy: Serve as the main point of contact for escalated customers providing clear and proactive communication while setting realistic expectations.
- Root Cause Analysis: Investigate recurring issues identify underlying trends and work with internal teams to implement longterm solutions.
- Process Improvement: Enhance escalation workflows response strategies and internal processes to improve efficiency and customer satisfaction.
- DataDriven Insights: Track and analyze escalation trends providing reports and recommendations to leadership to reduce future escalations.
- Stakeholder Collaboration: Partner with Customer Success Product
Management and Engineering to resolve systemic product or service challenges.
- Executive Communication: Provide detailed updates on critical cases to leadership and contribute to strategic initiatives aimed at improving the overall customer experience.
- Training & Documentation: Develop best practices train support teams on effective escalation management and maintain clear documentation.
Qualifications & Skills:
- 5 years of experience in escalation management technical support or customer success within an ITfocused organization.
- Experience working with MSPs or IT service providers and an understanding of IT operations and infrastructure.
- Proven ability to manage highpressure situations resolve conflicts and deescalate critical issues effectively.
- Strong customer service skills with experience in executivelevel reporting and customer communication.
- Proficiency in ticketing and CRM systems (Salesforce ServiceNow Zendesk etc..
- Ability to analyze trends and proactively drive improvements in escalation management.
- Strong collaboration skills with crossfunctional teams in a global support environment.
Preferred Qualifications:
- ITIL PMP or other relevant certifications.
- Familiarity with Kaseyas product suite or similar IT management software.
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race religion age ancestry gender sex sexual orientation national origin citizenship status physical or mental disability veteran status marital status or any other characteristic protected by applicable law.
Required Experience:
Director
Employment Type
Full Time
