About the Escalation Manager Role
The Escalation Manager is a key position within our organization that plays a critical role in providing high-level support to customers experiencing complex issues.
* This strategic role entails leading and managing virtual teams to resolve customer complaints in a timely manner.
* The Escalation Manager will collaborate with cross-functional teams to drive issue resolution, ensuring seamless communication with stakeholders throughout the process.
Responsibilities of the Escalation Manager
The successful candidate will be responsible for driving progress and resolution of customer issues through effective leadership and communication.
* The Escalation Manager will engage and lead cross-functional teams to develop action plans, ensuring clear goals and objectives are established.
* They will maintain clear communication with stakeholders, keeping them informed of progress and any changes.
* Making informed decisions and managing risk are also critical components of this role.
Requirements for the Escalation Manager Position
To excel in this role, you will need:
* Fully fluent language skills in Portuguese, English, and Spanish.
* A minimum of 10 years of experience in customer-facing sales and/or service delivery.
* Prior experience as an Escalations Engineer/Manager or similar roles is highly desirable.
* Strong leadership and communication skills are essential for success in this position.
* You must be able to multitask and prioritize effectively.
* Familiarity with tools like Salesforce, Asana, Tableau, JIRA is also highly valued.