Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.

Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.

With more than 5,000 employees across the world, Shiji is a trusted partner for the world’s leading hoteliers, delivering technology that works as continuously as the industry itself. That’s why the best hotels run on Shiji—day and night. While its primary focus is on hospitality, Shiji also serves select customers in food service, retail, and entertainment in certain regions.

The best hotels run on Shiji—day and night.

Job Summary:

The Escalation Manager plays a critical role in our customer support structure, acting as a key point of contact for escalated issues.  This role is responsible for ensuring swift resolution of critical complex incidents by coordinating internal resources, maintaining clear communication with stakeholders, and driving process improvements that reduce future escalations.

What You’ll Do:

• Serve as the primary owner of high-priority customer escalations, managing cases end-to-end to ensure timely resolution, customer satisfaction, and minimal disruption to client operations.
• Act as a liaison between customers and internal teams, coordinating with Sales, Product, and Implementation to drive issue resolution and maintain alignment across stakeholders.
• Develop and implement standardized processes and policies for effectively managing customer escalations.
• Monitor and analyze escalation trends and customer feedback to proactively identify root causes, drive service improvements, and prevent reduce issues.
• Communicate effectively with customers, providing clear, timely updates and setting realistic expectations throughout the resolution process.
• Maintain detailed documentation of escalations and outcomes to support continuous learning and contribute to the internal knowledge base. 
• Train and mentor support team members on escalation handling procedures, communication techniques, and best practices.
• Collaborate in cross-functional meetings to discuss and address product-related issues and support initiatives that enhance customer satisfaction.

Minimum Qualifications (knowledge, skills, and abilities):

• Minimum five (5) years’ experience in customer support, service delivery, or escalation management, preferably in a SaaS or hospitality environment with a strong focus on operational, customer-facing roles and issue resolution.
• Working knowledge of hospitality technology products.
• Strong analytical and problem-solving skills, with the ability to synthesize technical and business information and make sound decisions under pressure.
• Exceptional communication and interpersonal skills, with the ability to navigate complex and sensitive customer situations diplomatically and influence cross-functional teams effectively.
• Proven ability to manage high-stress situations with composure, effectively prioritizing multiple critical tasks and implement solutions while managing customer expectations in remote, field-based, or consulting environments.
• Proficiency in Microsoft Office Suite.

Preferred Qualifications/Nice to Have:

• Prior experience with a variety of hotel operational technology such as POS, PMS and Spa/Golf management systems.

Shiji US, Inc does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, marital status, ancestry, genetic information, veteran status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, political affiliation, and matriculation or any other characteristic protected by law. Employment decisions at Shiji US, Inc are based on merit, qualifications, and abilities. Shiji US, Inc is also committed to providing reasonable accommodation for qualified individuals with disabilities in our job application process.  If you need assistance or accommodation due to a disability, you may contact us at hr.uscan.list@shijigroup.com.