???? We're Hiring: Escalation Manager???? Location: United Arab Emirates (Remote)???? Employment Type: Full-Time???? Experience Level: Mid-Level???? Work Arrangement: Fully Remote About UsDrenova is a growing international organization focused on customer experience, operational excellence, and business efficiency. Our teams collaborate across Customer Support, Operations, Product, Engineering, Sales, Quality, and Management to resolve complex issues, improve service quality, and deliver outstanding customer experiences. The Role We are seeking a proactive and solutions-oriented Escalation Manager to oversee high-priority customer and operational escalations, coordinate cross-functional resolutions, and drive continuous service improvement across the organization. This is an excellent opportunity for a customer support, operations, service management, or incident management professional looking to develop their career in an international and fully remote working environment. Key Responsibilities Manage high-priority customer and operational escalations from initial assessment through resolution. Coordinate cross-functional teams to resolve complex issues efficiently. Work closely with Customer Support, Operations, Product, Engineering, Sales, Quality, and Management teams. Monitor escalation queues, response times, and service performance. Communicate updates and resolution plans to internal stakeholders and customers where required. Conduct root-cause analysis and recommend preventive actions. Track escalation trends and identify opportunities for process improvements. Maintain escalation records, reports, and documentation. Support incident management and service recovery activities. Develop and improve escalation procedures and workflows. Monitor service quality KPIs and escalation metrics. Prepare regular performance reports and management updates. Promote collaboration and accountability across teams during issue resolution. Support training initiatives related to escalation handling and customer service. Stay informed about customer experience and service management best practices. Requirements Bachelor's degree in Business, Operations, Customer Service, Communications, or a related field.3+ years of experience in customer support, operations, service management, incident management, or a related role. Good understanding of escalation management and service delivery processes. Strong analytical and problem-solving skills. Excellent communication and stakeholder management abilities. Good organizational and project coordination skills. Ability to remain calm and make decisions under pressure. Good written and verbal English communication skills. Experience with CRM, ticketing systems, or service management platforms is an advantage. Familiarity with ITIL, service operations, or customer experience frameworks is a plus. Ability to work independently and collaborate with international teams. UAE or GCC experience is an advantage but not required. Relevant customer service or service management certifications are welcome but not mandatory. What We Offer???? Fully Remote Work Arrangement???? Full-Time Escalation Management Position???? Career Growth & Professional Development???? Exposure to Customer Experience & Service Operations???? International & Collaborative Working Environment???? Flexible Working Environment???? Opportunity to Support Regional & International Business Operations