Key Position Overview
The Escalation Manager role presents a high-visibility opportunity to provide strategic escalation for customer issues impacting business relationships and sales opportunities.
Main Responsibilities:
* Develop and implement streamlined processes for effective escalation resolution.
* Lead cross-functional teams in the creation and execution of action plans for critical situations.
* Communicate critical issue status to executive staff, sales teams, and other stakeholders.
Required Expertise:
* Fluency in Portuguese, English, and Spanish (written and verbal).
* At least 10 years of experience in customer-facing sales and/or service delivery roles.
* Prior experience as an Escalations Engineer/Manager, Technical Account Manager, Engineering Manager, Customer Support Manager, or similar roles is highly valued.