Key Role Summary
This is a pivotal position that requires an individual with exceptional communication skills to handle high-stakes customer situations effectively.
Main Job Responsibilities
* The successful candidate will be responsible for leading cross-functional teams in the development and execution of comprehensive action plans to resolve critical customer issues.
* They will also be expected to drive clear intake, scope, priority, exit criteria, and end-to-end processes for streamlined escalation resolution.
Requirements and Qualifications
* Fluency in multiple languages including Portuguese, English, and Spanish (written and verbal) is essential.
* A minimum of 10 years of experience in customer-facing sales and/or service delivery roles is required.
* Prior experience as an Escalations Engineer/Manager, Technical Account Manager, Engineering Manager, Customer Support Manager or similar roles is highly desirable.