Regional Escalation Manager, Americas (PropTech)

Location: Manila, Philippines; hybrid working arrangement with 2 days working from home

Company

hirify.global develops real estate software that supports property and community operations.

What you will do

• Own the regional escalation queue, prioritizing high-severity, client-sensitive, aging, stalled, and strategically important cases.
• Lead regional coordination during major incidents and critical client-impacting situations through restoration, resolution, and closure.
• Coordinate Support, Product, Cloud Operations, Services, Managed Services, Client Success, and other cross-functional partners.
• Monitor queue health, SLA risk, backlog trends, recurring issues, data quality, and severity accuracy.
• Feed recurring product and service issues into global problem management and Product Development follow-through.
• Lead regional operational reviews, post-incident reviews, executive reporting, and continuous improvement of playbooks and escalation processes.

Requirements

• 5–8 years of experience in software support, service management, technical operations, incident management, escalation management, or comparable operational leadership.
• At least 2 years of experience leading a team or directing operational work through others.
• Experience managing high-severity client escalations, major incidents, or critical operational events from engagement through closure.
• Strong written and verbal communication skills, including communication with senior clients and internal stakeholders under pressure.
• Ability to coordinate cross-functional teams without direct authority and hold stakeholders accountable.
• Experience with CRM, case management platforms, operational dashboards, or queue management tools; ability to work across time zones and participate in escalation coverage or on-call rotation.

Nice to have

• Experience in B2B software, SaaS support, enterprise support, or complex multi-product support environments.
• Familiarity with Salesforce Service Cloud, Zendesk, Freshdesk, Amazon Connect, or comparable platforms.
• Experience with AI-assisted support tooling, triage workflows, automation, proactive support, or developing new operating models.

Culture & Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive salary package.
• Prime office location in Ortigas with access to MRT stations, restaurants, and banks.
• HMO coverage with free dependent coverage upon hire.
• Free 24/7 access to office gyms in Ortigas and Makati.
• 20 annual leave days, including 5 credits convertible to cash.