Job Description
Ambitious Individuals Sought for Escalation Leadership Role
We are seeking ambitious individuals to join our team as Escalation Managers. As a key member of our Global Incident and Escalation Management team, you will play a critical role in driving expedited response, remedy, resolution, and learnings for our most critical issues.
In this strategic, high-visibility role, you will provide the highest level of escalation for customer issues that are jeopardizing our business relationship and/or sales opportunities with key customers. You will lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed virtual team.
Your Key Responsibilities:
* Lead and manage the resolution of customers' critical issues
* Form and lead interdepartmental, cross-functional, and geographically dispersed virtual teams
* Liaise with and work across various functional organizations and business units
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution
Required Skills and Qualifications
To be successful in this role, you will need:
* 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
* 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
* Familiarity with tools like Salesforce, Asana, Tableau, JIRA, and experience in running and operating with the SLA/SLO/Milestones paradigm
Benefits
We offer a competitive compensation package, including:
* Market-leading salary and benefits
* Ongoing training and professional development opportunities
* A dynamic and supportive work environment
About Us
We are a company built on the foundation of challenging and disrupting the way things are done. We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us.
We celebrate diversity in our workplace and welcome applications from all qualified candidates. All your information will be kept confidential according to EEO guidelines.