About Our Escalation Team
We are currently seeking a highly skilled Escalation Manager to join our Global Incident and Escalation Management team.
Main Responsibilities:
* Lead the resolution of critical customer issues, ensuring timely and effective resolution.
* Form and lead cross-functional teams to address complex customer problems.
* Develop and implement action plans to mitigate high-risk situations.
* Cultivate strong relationships with executive staff, sales teams, and other stakeholders through regular issue status updates.
* Maintain and refine processes for efficient escalation handling, enhancing the overall customer experience.
Requirements:
* Proficiency in Portuguese, English, and Spanish, both written and verbal, is mandatory.
* A minimum of 10 years of experience in customer-facing sales and/or service delivery roles.
* Prior experience as an Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar positions is preferred.
What We Offer:
* A dynamic work environment that encourages innovation and growth.
* A comprehensive compensation package, including a competitive salary range.
* Ongoing opportunities for professional development and advancement.