Job Title: Escalation Manager
The Global Escalations Team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. As a key member of this team, the Escalation Manager will play a pivotal role in solidifying our reputation as the go-to cybersecurity partner by addressing the most pressing situations for our customers.
Key Responsibilities:
* Drive clear intake, scope, priority, exit criteria and end-to-end process to achieve streamlined escalation resolution.
* Liaise with various functional organizations and business units to resolve complex and critical issues.
* Engage and lead cross-functional teams in the development and execution of action plans to address critical situations.
* Maintain and improve procedures for customer and field personnel for escalation handling.
This role demands proactivity, efficiency, and an unwavering dedication to constant refinement, and a passion for customer satisfaction.Requirements:
* Fully fluent in Portuguese, English, and Spanish both written and verbal.
* 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 desired.
* Critical thinking and problem-solving skills to drive issues to closure on behalf of the customer.
* Strong leadership and communication skills to effectively lead and motivate a team of cross-functional professionals.
We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.About Us:
* We are committed to providing reasonable accommodations for all qualified individuals with a disability.
* We take risks and challenge cybersecurity's status quo.