What are the responsibilities and job description for the Director, Escalations position at Kaseya?
Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture, please click here: Kaseya Culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth.
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:
Additional Information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture, please click here: Kaseya Culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth.
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
- 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.
- 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.
- ITIL, PMP, or other relevant certifications.
- Familiarity with Kaseya’s product suite or similar IT management software.
Additional Information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.
