Escalation Resolution Specialist
We are seeking a seasoned escalation resolution specialist to drive streamlined issue resolution and enhance customer satisfaction.
This role involves leading cross-functional teams in the development and execution of action plans to address critical situations, while maintaining and improving procedures for customer-facing personnel.
The successful candidate will have a strong background in sales and/or service delivery roles, with experience in driving clear intake, scope, priority, exit criteria, and end-to-end process to achieve efficient escalation resolution.
Key Responsibilities:
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
* Maintain and improve procedures for customer and field personnel for escalation handling.
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
Requirements:
* 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.
About This Role
In this dynamic role, you will be responsible for developing and executing strategies to resolve complex customer issues efficiently. Your expertise in sales and service delivery will enable you to drive effective escalation resolution and maintain high-quality customer experiences.
This is an excellent opportunity to utilize your skills in team leadership, problem-solving, and communication to make a significant impact on our customers' success.