Escalation Specialist
The Escalation Manager position plays a pivotal role in providing expedited response, remedy, and resolution for our most critical issues.
This strategic, high-visibility role involves leading and managing the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional team.
The team will collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.
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Your Role
1. Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
2. Engage and lead cross-functional teams in developing action plans to address critical situations.
3. Maintain and improve procedures for customer and field personnel for escalation handling.
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Requirements
* Fully fluent in English, Spanish, and Portuguese (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.
* Customer-centric attitude and focus on providing best-in-class service for customers and collaborators.
* 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.
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Working Conditions
You will be working in a fast-paced environment with global customers, requiring strong leadership and communication skills.
Effective communication of complex topics is essential to different tiers of audiences.