Job Overview
The Escalation Manager role entails handling critical customer issues that threaten our business relationships and sales opportunities with key customers.
* Develop streamlined escalation procedures to achieve efficient resolution
* Improve guidelines for customer and field personnel on escalation handling
* Cultivate effective communication with customer leadership and technical stakeholders as needed
Requirements
* Proficiency in Portuguese, English, and Spanish, both written and verbal
* At least 10 years of experience in customer-facing sales and/or service delivery roles
* Prior experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar positions is desired
Key Responsibilities
The ideal candidate will be responsible for:
1. Fostering a culture of exceptional customer service
2. Identifying and resolving complex customer issues through collaboration with internal teams
3. Maintaining accurate records of customer interactions and resolutions
Benefits
This role offers the opportunity to work with a dynamic team, develop new skills, and contribute to the success of our organization.