You will assume a key role in leading the resolution of critical customer issues by forming and managing virtual teams that are comprised of interdepartmental, cross-functional, and geographically dispersed members.
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 handling escalations effectively.
* Develop and maintain positive relationships with direct customer leadership and technical audiences.
Required Skills:
* Proficiency in Portuguese, English, and Spanish both written and verbal is essential.
* 10+ years of experience in customer-facing sales and/or service delivery roles is required.
* Prior experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles is highly desirable.
In this challenging position, you will have the opportunity to leverage your expertise in delivering exceptional customer experiences while driving business growth. If you are passionate about leading high-performing teams and have a proven track record in resolving complex customer issues, we encourage you to apply.