Escalation Manager
We are seeking a highly skilled and experienced Escalation Manager to join our team. As an Escalation Manager, you will be responsible for leading and managing the resolution of customers' critical issues.
* Job Description:
* Provide strategic leadership and direction to ensure effective escalation resolution
* Develop and implement processes and procedures to drive clear intake, scope, priority, exit criteria, and end-to-end process for streamlined escalation resolution
* Drive global consistency across portfolio and customers
* 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
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
Required Skills and Qualifications:
* Experience:
* 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
Benefits:
* Career Growth Opportunities:
* Continuous learning and professional development opportunities
* Competitive salary and benefits package
Others:
* Diversity and Inclusion:
* We are committed to creating a diverse and inclusive workplace that reflects the communities we serve
* We welcome applications from candidates with diverse backgrounds and experiences
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.