Job Overview:
The role of an Escalation Manager involves leading the resolution of critical customer issues that can impact business relationships and sales opportunities.
This strategic position requires forming and leading virtual teams across geographies, collaborating with various departments, and managing interdepartmental coordination and communication.
* Develop clear intake, scope, priority, exit criteria, and end-to-end processes to achieve streamlined escalation resolution.
* Maintain and improve procedures for customer and field personnel for escalation handling.
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties.
Key Responsibilities:
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
* Communicate effectively with stakeholders regarding critical issue status.
* Identify systemic issues related to products and/or processes and implement actions to prevent future problems.
Required Skills and Qualifications:
* Fluency in Portuguese, English, and Spanish both written and verbal.
* 10+ years of customer-facing sales and/or service delivery roles.
* Prior experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles is desirable.