About this Role
Escalation Resolution Specialist
We are seeking an experienced escalation resolution specialist to lead and manage the resolution of customers' critical issues. This role requires a strong ability to drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
This individual will engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations. Effective communication with executive staff, sales teams, and other invested parties is essential for success in this role.
The ideal candidate will have a proven track record of making informed decisions on elevating urgency and applying relevant focus to solve for a situation with right governance, guardrails, and reviews in place.
This position also involves identifying systemic and pervasive issues related to products and/or processes and driving actions to prevent future problems. The successful candidate will be responsible for leading and managing the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed team.
Key Requirements
* 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.
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer.
* Strong capacity for influencing, negotiating, and delegating efforts.
* 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 (highly technical, less technical, executives, practitioners).
Your Background and Skills
* A proven track record of success in escalations engineering, technical account management, engineering management, customer support management, or similar roles.
* Excellent communication, leadership, and problem-solving skills.
* Able to work collaboratively in a fast-paced environment and adapt to changing priorities.
* Familiarity with governance, guardrails, and review processes.
* Experience working with geographically dispersed teams and international colleagues.
We Offer
* A competitive salary and benefits package.
* Ongoing training and professional development opportunities.
* A collaborative and dynamic work environment.
* The opportunity to work on challenging projects and make a meaningful impact.
What's Next?
If you are a motivated and results-driven professional looking for a new challenge, please submit your application today!