Director, Escalations

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 high-priority escalations, driving cross-functional 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 high-impact 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 long-term solutions.
• Process Improvement: Enhance escalation workflows, response strategies, and internal processes to improve efficiency and customer satisfaction.
• Data-Driven 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 IT-focused organization.
• Experience working with MSPs or IT service providers and an understanding of IT operations and infrastructure.
• Proven ability to manage high-pressure situations, resolve conflicts, and deescalate critical issues effectively.
• Strong customer service skills with experience in executive-level 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 cross-functional teams in a global support environment.

Preferred Qualifications:

• ITIL, PMP, or other relevant certifications.
• Familiarity with Kaseya’s product suite or similar IT management software.