Job Title: Crisis Resolution Specialist
Job Description:
The Crisis Resolution Specialist is a critical role that provides the highest level of support for customer issues that are threatening our business relationships and sales opportunities.
This strategic position leads and manages the resolution of complex issues by forming and leading an interdepartmental team. Key responsibilities include driving clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined resolution, maintaining and improving procedures for customer-facing personnel, and expediting resolution through effective communication with executive staff, sales teams, and other stakeholders.
Key Responsibilities:
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined resolution.
* Maintain and improve procedures for customer-facing personnel.
* Expedite resolution through effective communication with executive staff, sales teams, and other stakeholders.
Required Skills and Qualifications:
* Fully fluent in English, Portuguese, and Spanish both written and verbal.
* 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.
* Strong capacity for influencing, negotiating, and delegating efforts.
* Ability to work in a fast-paced, challenging environment with global customers.
* Leadership and communication skills.
* Experience in being able to effectively lead and motivate a team of cross-functional professionals.
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences.
Benefits:
This role offers a unique opportunity to make a significant impact on our customers' experiences and drive business growth.
About Us:
We are a dynamic organization dedicated to providing exceptional customer service and support.
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