Job Description:
We are seeking an experienced professional to fill a critical role in our organization. The successful candidate will be responsible for managing and resolving customer escalations, ensuring timely and effective resolutions that meet the needs of our customers.
Key Responsibilities:
* Manage and resolve customer escalations through effective communication and problem-solving skills
* Lead cross-functional teams to develop and execute action plans to address critical situations
* Collaborate with various departments to ensure seamless issue resolution and customer satisfaction
* Analyze and identify systemic issues and implement corrective actions to prevent future problems
* Maintain accurate records and reports on customer issues and resolutions
Requirements:
* 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
* Fully fluent in Portuguese, English, and Spanish both written and verbal
* Strong analytical and problem-solving skills, with ability to think critically and make sound decisions
* Excellent communication and interpersonal skills, with ability to work effectively with diverse groups
* Ability to multitask and prioritize tasks effectively, with strong organizational skills
* Experience with tools like Salesforce, Asana, Tableau, JIRA and SLA/SLO/Milestones paradigm
* Creative thinking, adaptability, and versatility
Benefits:
* Opportunity to work in a dynamic and fast-paced environment with a team of professionals who share your passion for customer satisfaction
* Chance to develop new skills and take on new challenges in a supportive and collaborative team
* Competitive salary and benefits package
* Opportunities for career growth and advancement within the company
About Us:
We are a leading provider of cybersecurity solutions, dedicated to helping organizations protect their digital assets and stay ahead of emerging threats. Our team is passionate about delivering exceptional customer experiences and building long-term relationships with our clients.
As a member of our team, you will have the opportunity to work on cutting-edge projects, collaborate with industry experts, and contribute to the development of innovative solutions that make a real difference in the world.
We celebrate diversity and inclusivity in all aspects of our business, and we welcome applications from qualified individuals from all backgrounds.