Escalation Manager (US shift) - Remote

Job SummaryWe are looking for a proactive and detail-oriented Escalation Manager to manage and resolve high-priority customer issues within our SaaS environment. The ideal candidate will act as a bridge between customers, technical teams, and support functions to ensure timely resolution and high customer satisfaction.Key ResponsibilitiesHandle and manage critical customer escalations with urgency and ownershipAct as the primary point of contact for high-impact issuesCoordinate with internal teams (Support, Engineering, Product) to drive resolutionMaintain clear and consistent communication with customers during incidentsAnalyze root causes and ensure preventive measures are implementedTrack and report escalation metrics, SLAs, and trendsDocument issues, solutions, and knowledge base updatesEnsure adherence to defined SLA and escalation processesRequired Skills & QualificationsBachelor's degree in IT, Computer Science, Business, or related field5+ years of experience in customer support, escalation management, or technical support in a SaaS companyStrong understanding of SaaS platforms, APIs, and cloud environmentsExcellent problem-solving and analytical skillsStrong communication skills (verbal and written)Ability to work under pressure and manage multiple prioritiesFamiliarity with ticketing tools like Zoho, Zendesk, Freshdesk, Jira, or similarFlexibility to work the US shift (6:30 pm to 3:30 am) to align with the needs of our US-based customersWhy AditWe trust our people and offer completely remote opportunities.Flexible work schedules for better work-life balance.Group of 620+ Agile, Smart, and Dynamic IT Professionals.Supportive and collaborative work environment.5 days working company (Monday - Friday). All weekends are Off!Great working and learning environment