Job Description
The Senior Crisis Resolution Specialist will oversee the highest level of issue escalation for customer concerns jeopardizing business relationships and/or sales opportunities with key clients.
Key Responsibilities:
* Take ownership of critical issue resolution, driving progress and results
* Implement streamlined processes for clear intake, scope definition, priority setting, exit criteria, and end-to-end resolution
* Establish and maintain consistency across portfolios and customers globally
* Develop and improve procedures for customer and field personnel handling escalations
Requirements:
* Fluency in English, Spanish, and Portuguese (written and verbal)
* At least 10 years of experience in customer-facing sales and/or service delivery roles
* Prior experience as Escalation Engineer/Manager, Technical Account Manager, Engineering Manager, Customer Support Manager, or similar positions is desirable