Job Overview
The Escalation Manager role is a strategic position responsible for providing high-level escalation support to customers.
* Fostering collaboration and driving resolution of critical customer issues.
* Developing and implementing streamlined processes to achieve efficient escalation resolution.
Main Responsibilities:
* Elevating Customer Issues
* Accelerating Resolution Outcomes
* Effective Communication and Reporting
* Risk Management Strategies
* Process Improvement Initiatives
Essential Qualifications:
* Bilingual or multilingual proficiency in English, Spanish, and Portuguese (written and verbal).
* Proven experience in customer-facing sales and service delivery roles (10+ years).
* Prior experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, or similar roles is desirable.