Escalation Leader
We're seeking a seasoned professional to lead our escalation management efforts. As an Escalation Leader, you'll be responsible for resolving critical customer issues that impact our business relationships and sales opportunities.
Key Responsibilities:
* Lead interdepartmental teams to resolve complex customer issues
* Develop and implement streamlined escalation processes
* Collaborate with cross-functional teams to drive issue resolution
* Communicate effectively with customers and internal stakeholders
Requirements:
* 10+ years of customer-facing experience in sales or service delivery
* Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles
* Fully fluent in Portuguese, English, and Spanish both written and verbal
* Strong leadership and communication skills
* Ability to work in a fast-paced environment with global customers
About the Team:
You'll be part of a dynamic team responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. As an Escalation Leader, you'll play a central role in solidifying our reputation as a trusted cybersecurity partner.