About Kaseya
Empowering IT management for MSPs and teams
Key Highlights
- Headquartered in New York, NY
- Over 40,000 global customers
- $1.5B+ raised in funding
- Offers VSA and BMS products
Kaseya is a leading provider of IT management software, catering to Managed Service Providers (MSPs) and IT teams. Headquartered in New York, Kaseya offers a comprehensive suite of products, including VSA for remote monitoring and management, and BMS for business management. With over 40,000 custome...
🎁 Benefits
Kaseya offers competitive salaries, equity options, generous PTO, and a flexible remote work policy to support work-life balance....
🌟 Culture
Kaseya fosters a results-oriented culture that emphasizes innovation and efficiency, encouraging teams to leverage technology to drive success for cli...
Overview
Kaseya is hiring an Escalation Manager to own and drive the resolution of high-impact customer escalations across Australia. This role requires strong technical problem-solving skills and leadership abilities.
Job Description
Who you are
You have a strong background in customer support and escalation management, with experience in handling high-impact issues and ensuring customer satisfaction. You thrive in challenging situations and can maintain composure under pressure, effectively communicating with both customers and internal teams. Your technical problem-solving skills allow you to quickly identify issues and drive resolutions, making you a key player in enhancing customer experience.
You possess excellent leadership qualities, enabling you to guide teams through complex escalations while fostering a collaborative environment. Your ability to analyze situations and implement effective solutions is complemented by your strong interpersonal skills, allowing you to build trust with customers and colleagues alike.
What you'll do
In this role, you will own and manage standard and critical customer escalations across Australia and the APAC region. You will act as the central point of contact for escalated issues, coordinating with various teams to ensure timely and effective resolutions. Your responsibilities will include analyzing escalation trends, identifying areas for improvement, and implementing strategies to enhance the overall customer experience.
You will collaborate closely with technical teams to understand the root causes of escalations and work on preventive measures to minimize future occurrences. Your leadership will be crucial in driving initiatives that improve customer satisfaction and retention, making you an integral part of Kaseya's commitment to delivering exceptional service.
What we offer
Kaseya provides a dynamic work environment where you can grow your career while making a significant impact on customer success. We offer competitive compensation and benefits, along with opportunities for professional development and advancement within the company. Join us in our mission to empower organizations with the best IT management solutions and be part of a team that values innovation and excellence.
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