Job Opportunity for an Escalation Professional
This role involves providing high-level support and strategic escalation for critical customer issues that jeopardize the business relationship or sales opportunities.
The successful candidate will lead a cross-functional team to resolve these complex issues, working collaboratively with various stakeholders across functional organizations and business units.
* Responsibility for driving progress and resolution of customers' critical issues
* Streamlining processes to achieve efficient escalation resolution through clear intake, scope, priority, exit criteria, and end-to-end process management
* Maintaining and improving procedures for customer and field personnel on escalation handling
We are seeking a highly skilled professional with:
* Fluency in written and verbal Portuguese, English, and Spanish
* 10+ years of experience in customer-facing sales and/or service delivery roles
* Prior experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles is desired