Escalation Management Role
The Escalation Manager position is a strategic, high-visibility job that offers the highest level of escalation for customer issues jeopardizing business relationships and sales opportunities with key customers.
Key Responsibilities:
* Ownership for driving progress and resolution of critical customer issues
* Driving clear intake, scope, priority, exit criteria and end-to-end processes to achieve streamlined escalation resolutions
* Maintaining global consistency across portfolios and customers
* Improving procedures for customer and field personnel handling escalations
Requirements:
* Fully fluent in Portuguese, English, and Spanish both written and verbally
* Customer Experience: 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
This role requires a deep understanding of customer needs and the ability to drive effective solutions. The successful candidate will have excellent communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams. Strong problem-solving skills and the ability to analyze complex issues are essential for this role.
Benefits:
Working in a dynamic and fast-paced environment, you will have the opportunity to develop your skills and expertise in escalation management. You will be part of a dedicated team working together to deliver exceptional customer experiences. We offer a competitive salary package, comprehensive training programs, and opportunities for career growth and development.