Senior Escalations Specialist (Manila)

TL;DR

Senior Escalations Specialist (Manila): Own high-severity and executive customer escalations end-to-end, driving timely resolution and meeting SLA/SLO commitments with an accent on executive-level communication and cross-functional collaboration. Focus on root cause analysis, data-driven continuous improvement, and ensuring escalation governance through accurate documentation and structured reviews.

Location: Taguig City, Philippines

Company

hirify.global is a people‑first technology partner helping businesses run better, grow faster, and achieve their goals through technology.

What you will do

• Own high-severity and executive customer escalations end-to-end, serving as the single point of accountability to drive timely resolution.
• Provide clear, concise, and executive‑ready communications to internal leadership and customer C‑suite stakeholders.
• Lead root cause analysis within established timelines and ensure corrective and preventive actions are tracked to closure.
• Ensure escalation governance is maintained through accurate documentation, structured reviews, and adherence to established escalation and incident management frameworks.
• Leverage data and trend analysis to identify recurring risks and drive continuous improvement initiatives.
• Coordinate rapid swarming across technical and business teams to remove blockers, align stakeholders, and deliver effective outcomes.

Requirements

• Approximately 7 years of relevant experience , including around 5 years in escalation management, incident management, technical support, or support operations within large, global organizations.
• Demonstrated success managing executive‑level customer escalations, with strong written and verbal communication skills in English.
• Experience collaborating across Engineering, Product, Support, Finance, Credit, Vendor Management, Sales, and regional teams.
• Working knowledge of escalation SOPs, SLA/SLO management, root cause analysis, corrective and preventive action frameworks, and swarming models.
• Comfort operating across multiple time zones in fast‑paced, high‑performance environments.
• Ability to interpret data, identify meaningful patterns, and translate insights into action.

Nice to have

• Experience with ITSM tools such as ServiceNow, Zendesk, or Jira; familiarity with ITIL or structured RCA methodologies; and exposure to automation, Lean, or continuous‑improvement initiatives.

Culture & Benefits

• Part of the Global Platform Technology Operations Support (GPTOS).
• Protecting customer confidence during the most critical, time‑sensitive moments.
• Working closely with Engineering, Product, Support, Finance, Credit, Vendor Management, Sales, and regional leadership.
• Resolve complex technical and business issues with speed, clarity, and accountability.