Job Overview
The Escalation Manager role is a pivotal position responsible for leading high-level escalation efforts that impact customer relationships and sales opportunities.
* Direct and manage virtual teams to resolve critical customer issues effectively.
* Collaborate with diverse organizational units, including Support, Sales, Product Management, and Development Engineers.
Key Responsibilities:
* Drive clear intake, scope, priority, exit criteria, and end-to-end process optimization to achieve streamlined escalation resolution.
* Develop and maintain procedures for customer and field personnel to enhance escalation handling efficiency.
* Expedite Resolution by engaging and leading cross-functional and geographically dispersed teams in developing and executing action plans to address critical situations.
Requirements:
* Proficiency in Portuguese, English, and Spanish, both written and verbal.
* 10+ years of experience in customer-facing sales and/or service delivery roles.
* Experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles preferred.