Customer Support Manager (Escalations)

Location: Taguig City, Philippines

Company

hirify.global operates a global customer support and escalation function focused on resolving critical customer issues.

What you will do

• Lead the Global L3 Escalations function and oversee resolution of high-severity customer issues.
• Improve escalation processes, severity definitions, SLAs, and engagement models.
• Establish ownership, accountability, and resolution pathways across support, operations, sales, vendor, and product teams.
• Coordinate executive-level incident response and cross-functional resources during critical situations.
• Ensure consistent customer communications, status updates, recovery plans, and service resolution.
• Lead, coach, and develop Global Escalation Associates.

Requirements

• At least 5 years of experience in escalation management, customer success, technical support, operations, or service delivery.
• At least 3 years of leadership experience managing critical customer issues.
• Experience supporting and directly interacting with enterprise, strategic, or retail customers.
• Strong experience handling high-urgency customer experience cases, driving timely resolution, customer retention, and service recovery.
• Ability to work across varying time zones to support the business.
• Experience with telephone, email, video conferencing tools such as Teams, CRM, case management, and ticketing platforms such as Zendesk.

Culture & Benefits

• Work within established global escalation frameworks and operating procedures.
• Collaborate across global support, operations, sales, vendor, and product functions.
• Apply incident management best practices and standardized response procedures.