Job Overview
As a Critical Issue Manager, you will be responsible for providing high-level support to customers with complex problems.
This role involves driving clear processes and procedures to ensure efficient resolution of critical issues.
Key Responsibilities:
* Develop and maintain streamlined escalation procedures
* Lead cross-functional teams in the development and execution of action plans to address critical situations
* Effectively communicate issue status to stakeholders
The ideal candidate will have experience in customer-facing roles and be fluent in multiple languages, including Portuguese, English, and Spanish.
Requirements:
* 10+ years of sales and/or service delivery experience
* Past experience as Escalations Engineer/Manager or similar roles
* Ability to prioritize and multitask with a goal of driving issues to closure