Escalation Manager
Job Description:
* The Escalation Manager position is a strategic, high-visibility role that provides the highest level of escalation for customer issues that are jeopardizing business relationships and/or sales opportunities with key customers.
Responsibilities:
* Lead and manage the resolution of critical customer issues by forming and leading interdepartmental, cross-functional, and geographically dispersed teams.
* Drive 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.
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.
Benefits:
* Award-winning company culture.
* Opportunities for professional growth and development.
* Diverse and inclusive work environment.
What We're Looking For:
* Candidates who can effectively communicate complex technical concepts to both technical and non-technical audiences.
* Individuals with strong leadership and collaboration skills.
* Professionals who can drive results-oriented solutions and deliver exceptional customer experiences.
Keywords: Escalation, Leadership, Communication, Teamwork, Problem-Solving, Customer Experience