Support Escalation Manager

7 days ago

Makati City, National Capital Region, Philippines Microsoft Full time ₱1,500,000 - ₱3,000,000 per year

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.

Our Service Manager will be positioned and aligned with our customers as Chief Operating Officers within the account, strategically placed to ensure that we have the appropriate level of engagement to support and drive the customer's reactive support landscape and improve operational health. As such you will work with some of the world's largest companies, public sector depts and not for profit organisations pursuing strategic activities, utilising Microsoft technologies to modernise their business.  


We create an environment where you can do your best work and build a career both in the Service Manager role as well as the wider Microsoft. As your interests and goals evolve we will enable you to connect you with a diverse, thriving community that can help you grow.

Advocacy and Customer Trust (ACT) delivers connected support experiences to our customers to gain and keep their trust.

Weekend on-standby/on-call will be required within the local policies and laws of the hiring country, typically one weekend in six.


This role is flexible in that you can work up to 100% from home.


Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

  • Support Escalation Manager

    6 days ago

    Makati City, National Capital Region, Philippines Microsoft Full time ₱2,000,000 - ₱2,500,000 per year

    With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution,...

  • Escalation Specialist, Manila

    5 days ago

    Makati City, National Capital Region, Philippines Eucalyptus Full time $500,000 - $1,000,000 per year

    Society has changed but the healthcare system hasn't. The evidence is undeniable – long wait times, rising out-of-pocket costs, inefficient systems, out-of-date attitudes, issues of access, the list goes on. Clearly, the system is failing us, so we've decided to fix it.About Eucalyptus (or 'Euc')Eucalyptusis a collective of digital healthcare clinics...

  • Technical Support Representative I

    1 week ago

    Mandaluyong City, National Capital Region, Philippines GOODMAN SUPPORT SERVICES INC. Full time ₱250,000 - ₱500,000 per year

    Functional Overview:As a Technical Support Representative, you will serve as the first line of defense in maintaining service reliability and operational performance across network, application, and infrastructure layers. You will be responsible for monitoring systems, detecting service issues, performing initial triage, and escalating to the appropriate...

  • Seasonal Non-voice Support

    6 days ago

    Mandaluyong City, National Capital Region, Philippines Support Services Group Full time ₱15,000 - ₱30,000 per year

    Key ResponsibilitiesAs a Non-voice Agent, you'll be at the forefront of customer interactions, proactively and reactively handling queries and escalations. Your role will include:Responding to customers concerns and inquiries.Engaging with customers through live chat or email.Keeping customers informed by maintaining updates on new and ongoing...

  • IT Support

    1 week ago

    Makati City, National Capital Region, Philippines Microbase Inc Full time ₱30,000 - ₱60,000 per year

    Provide IT support and troubleshooting for various issuesPerform application installation, configuration, and data validationHandle and monitor support tickets; escalate issues as neededEnsure all concerns are resolved within agreed SLA timelinesMaintain and execute standard operating proceduresGenerate daily, incident, and technical reportsLog all support...

  • Technical Support Engineer

    1 week ago

    Makati City, National Capital Region, Philippines Probe CX Full time ₱1,200,000 - ₱2,400,000 per year

    Responsible for:Supporting the team to ensure that escalated tickets from the L1 Service Desk are resolved without the need for developer engagement. This role will support the deployment of new stores equipment remotely, completing configuration of hardware and assisting onsite installers over the phone to ensure hardware is installed and configured...

  • Team Manager, Sales Support

    6 days ago

    Makati City, National Capital Region, Philippines IHG Hotels & Resorts Full time ₱1,500,000 - ₱2,500,000 per year

    Essential Duties And ResponsibilitiesThe Key responsibilities of the MLAC Team Lead are:Manage the day to day workload of the team.Become the subject matter expert of the Key Accounts within but not limited to the MLAC Region.Provide nd oversee support provided to Key Accounts within but not limited to the MLAC Region.Lead the team towards meeting team...

  • Service Assurance Analyst

    1 week ago

    Mandaluyong City, National Capital Region, Philippines GOODMAN SUPPORT SERVICES INC. Full time ₱30,000 - ₱60,000 per year

    Functional Overview:As a Service Assurance Analyst (NOC), you will play a critical role in the proactive monitoring, resolution, and escalation of complex technical incidents across network, infrastructure, and application services. You will act as the escalation point for Tier I analysts and ensure service performance issues are swiftly resolved or...

  • Enablement and Support Manager

    6 days ago

    Makati City, National Capital Region, Philippines Metropolitan Bank & Trust Company Full time ₱900,000 - ₱1,200,000 per year

    Be #InGoodHands with MetrobankHere at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future...

  • Loan Administration Support

    6 days ago

    Mandaluyong City, National Capital Region, Philippines Outsource Broker Support Full time ₱60,000 - ₱80,000 per year

    You will be required to assist in all aspects of the mortgage broking and lending administration processes, which may at times extend beyond the duties listed below.Managing the day-to-day loan process, such as following up to chase outstanding documentation, packaging loans, and liaising with lenders to efficiently support your clients processes.This will...