Global Escalation Specialist
We're seeking a seasoned professional to join our team as a Global Escalation Specialist. This is a high-visibility role that requires a unique blend of technical expertise, communication skills, and leadership abilities.
About the Role
The Global Escalation Specialist will be responsible for leading and managing the resolution of critical customer issues. This involves working closely with cross-functional teams, including support, sales, product management, and development engineers. The ideal candidate will have a strong background in customer-facing sales and/or service delivery roles, with experience in managing critical issues in a fast-paced environment.
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
To be successful in this role, you'll need:
* 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
What We Offer
As a member of our team, you'll enjoy a dynamic and collaborative work environment, with opportunities for growth and development. You'll also have access to cutting-edge tools and technologies, and the chance to make a real impact on our customers' success.