Escalation Resolution Lead
The role of Escalation Resolution Lead is a highly specialized position that requires strong leadership skills and the ability to drive results in a fast-paced environment.
This position will be responsible for leading the resolution of critical customer issues that impact business relationships and sales opportunities. The ideal candidate will have excellent communication skills, be able to multitask, prioritize tasks effectively, and drive issues to closure.
Key Responsibilities:
* Develop and implement streamlined escalation processes to achieve efficient issue resolution
* Lead cross-functional teams in the development and execution of action plans to address critical situations
* Craft clear and concise communication strategies to keep stakeholders informed on issue status
In this role, you will work closely with various departments, including Support, Sales, Product Management, and Development Engineers, to resolve complex and critical issues. Your ability to think critically, solve problems creatively, and collaborate with others will be essential in driving success.
Requirements:
* Fully fluent in Portuguese, English, and Spanish (both written and verbal)
* 10+ years of experience in customer-facing roles, preferably in sales and/or service delivery
* Past experience as Escalation Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
We offer a competitive salary and benefits package, as well as the opportunity to work with a dynamic and innovative organization that values diversity and inclusion. If you are a motivated and experienced professional looking for a new challenge, please apply today!