Key Role Summary
As a highly skilled escalation professional, you will be part of a global team responsible for driving swift and effective resolutions to our most critical issues.
* Lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team.
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
* Expedite Resolution Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
* Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account.
* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems.
Required Skills & Qualifications
Proficiency in one or more languages is required (Portuguese, English, and Spanish both written and verbal).
Customer Service Experience Minimum 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.