Job Description
We are seeking a skilled professional to fill the position of Escalation Manager. This role will be responsible for providing high-level support to customers experiencing critical issues, ensuring timely resolution and maintaining a positive customer experience.
The Escalation Manager will lead cross-functional teams in resolving complex problems, working closely with various departments, including Support, Sales, Product Management, and Development Engineers. Strong communication skills, both verbal and written, are essential for this role, as well as the ability to influence and delegate tasks effectively.
A key aspect of this position is its fast-paced and dynamic nature, requiring adaptability, creativity, and strong judgment in risk management and problem mitigation. The ideal candidate will possess a customer-centric attitude, excellent leadership skills, and the ability to work independently with minimal supervision.
Requirements and Qualifications
To be successful in this role, you will need:
* Fully fluent in Portuguese, English, and Spanish, both written and verbal
* 10+ years of customer-facing sales and/or service delivery roles
* Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
* Program/project management experience, managing critical issues in a cross-functional environment
* Ability to multitask and prioritize, with a focus on driving issues to closure on behalf of the customer
Benefits
This role offers a unique opportunity to work with a talented team of professionals who are dedicated to delivering exceptional customer experiences. As an Escalation Manager, you will have the chance to:
* Drive continuous learnings and efficiency into the Escalation Management process
* Develop and implement streamlined escalation resolution processes
* Work closely with cross-functional teams to resolve complex customer issues
About Us
We are a global cybersecurity company that values diversity, innovation, and customer satisfaction. We strive to create a positive and inclusive work environment that fosters growth and development. If you are passionate about delivering exceptional customer experiences and have a desire to make a meaningful impact, we encourage you to apply for this exciting opportunity.