Job Role Overview
The Escalation Manager is a pivotal position within the organization, entrusted with providing high-level escalation for customer issues that pose a significant risk to business relationships and sales opportunities.
Key Responsibilities:
* Lead and manage critical issue resolution by forming and directing an interdisciplinary team of virtual experts across departments, functions, and geographical locations.
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution.
* Maintain and improve procedures for customer and field personnel handling escalations.
Requirements:
* Fluent proficiency in Portuguese, English, and Spanish, both written and verbal.
* A minimum of 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 roles is highly desirable.