Job Summary
Our team is seeking a skilled Escalation Manager to provide high-level escalation for customer issues that threaten our business relationship and sales opportunities.
The successful candidate will lead and manage the resolution of critical customer issues by forming and leading cross-functional teams, liaising with various functional organizations, and communicating effectively with customers and stakeholders.
Key Responsibilities
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
Requirements
* Fully fluent in Portuguese, English, 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
Benefits
This role offers a unique opportunity to work in a fast-paced, challenging environment with global customers. As an Escalation Manager, you will be part of a dynamic team that values innovation, collaboration, and customer satisfaction.
What We Offer
* A chance to work with a highly motivated team dedicated to delivering exceptional customer experiences
* Opportunities for professional growth and development in a rapidly evolving industry
* A comprehensive benefits package including health insurance, retirement plan, and paid time off