Role Summary
This is a high-level role focused on providing critical escalation services for customer issues impacting business relationships and sales opportunities.
* Lead remote teams to resolve complex issues by collaborating with various organizations and executives.
* Drive global consistency across portfolios and customers.
* Develop and improve procedures for customer and field personnel.
Key Responsibilities
* Elevate customer satisfaction through effective communication and issue resolution.
* Collaborate with cross-functional teams to achieve streamlined escalation resolution.
* Enhance procedures to drive efficiency and prevent future issues.
Requirements
* Fully fluent in Portuguese, English, and Spanish (written and verbal).
* 10+ years of customer-facing sales and/or service delivery roles.
* Past experience in Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired.