Job Description
We are seeking a highly skilled and experienced Escalation Manager to join our team. The successful candidate will be responsible for leading the resolution of critical customer issues, working closely with cross-functional teams to drive expedited response, remedy, resolution, and learnings.
Key Responsibilities:
* Lead and manage the resolution of customers' critical issues through effective coordination and communication.
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
Required Skills and Qualifications:
* Fully fluent in Portuguese, English, 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.
Benefits:
We offer a dynamic and challenging work environment that fosters growth and development. Our team is committed to providing exceptional customer service, and we strive to create a culture of trust, accountability, and shared success.
Others:
This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction. If you are a seasoned professional with a track record of delivering results, we encourage you to apply for this exciting opportunity.