Job Opportunity - Escalation Specialist
As a skilled professional in issue resolution, you will be part of our global team responsible for expediting response, finding solutions, and enhancing the customer experience. This role demands proactive thinking, efficiency, an unwavering dedication to continuous improvement, and a passion for delivering exceptional results.
We are seeking a highly motivated individual with a proven track record of driving progress and resolution of customers' critical issues. The ideal candidate will engage and lead cross-functional teams in developing and executing action plans to address critical situations.
The successful candidate will effectively communicate critical issue status to executive staff, sales teams, and other stakeholders. They will also possess excellent communication skills, fully fluent in English and Spanish both written and verbal.
We are looking for someone with 10+ years of customer-facing sales and/or service delivery roles and past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles.
Key Responsibilities:
* Drive progress and resolution of customers' critical issues
* Engage and lead cross-functional teams in developing and executing action plans to address critical situations
* Communicate critical issue status to executive staff, sales teams, and other stakeholders
Required Skills and Qualifications:
* Customer Experience: 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
* Fully fluent in English and Spanish both written and verbal