Job Title: Senior Crisis Resolution Leader
We are seeking a highly skilled Senior Crisis Resolution Leader to lead and manage the resolution of customers' critical issues.
Your responsibilities will include forming and leading interdepartmental teams to address customer concerns, working across various organizations and business units, and communicating with executive staff, sales teams, and other stakeholders.
Your impact will be measured by your ability to drive progress and resolution of customers' critical issues, maintain and improve procedures for customer and field personnel, and expedite resolution through effective communication and reporting.
You will also be responsible for identifying systemic and pervasive issues related to products and/or processes, driving actions to prevent future problems, and co-creating and piloting proactive programs to reduce the likelihood of customer and field escalations.
Key Skills and Qualifications
* Fluency in Portuguese, English, and Spanish, both written and verbal.
* 10+ years of experience in customer-facing sales and/or service delivery roles.
* Past experience as Escalation Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles is desired.