Job Profile
We are seeking a seasoned Escalation Manager to lead our critical customer issue resolution team. This strategic role will provide the highest level of escalation for issues impacting our business relationships and sales opportunities.
Your Career Path
* You will manage virtual teams to resolve complex customer issues, working closely with Support, Sales, Product Management, and Development engineers to drive effective resolution.
Main Responsibilities
* This position requires you to develop and execute streamlined processes for end-to-end escalation resolution, including clear intake, scope, priority, exit criteria, and communication plans.
* As an Escalation Manager, you will engage and lead cross-functional teams in developing and executing action plans to address critical customer issues.
* You will effectively communicate issue status to executive staff, sales teams, and other stakeholders, ensuring seamless collaboration and coordination.
Requirements and Qualifications
* Fluency in English is required; proficiency in Portuguese and Spanish is highly desirable.
* Minimum 10 years of experience in customer-facing sales and/or service delivery roles, preferably as an Escalations Engineer/Manager or similar positions.
About Us
We value diversity and are an equal opportunity employer committed to providing reasonable accommodations for qualified individuals with disabilities. We believe in fostering a workplace culture that celebrates individuality and promotes growth.