Senior De-escalation Manager

Há 7 dias

São Paulo, São Paulo, Brasil beBeeDeescalation Tempo inteiro R$100.000 - R$130.000

Job Opportunity: De-escalation Specialist

We are seeking a skilled professional to lead the management of critical situations, ensuring swift and effective resolution through expert problem-solving and collaboration.

Main Responsibilities:

  • Taking ownership of escalated cases, guiding them to a rapid and careful resolution that meets customer needs.
  • Managing expectations with a clear problem definition, de-escalation objectives, and a detailed action plan that aligns resources for resolving escalations.
  • Collaborating across the organization to ensure necessary support for resolving complex situations.
  • Serving as the primary point of contact during escalations, providing timely updates to stakeholders and communicating effectively to ensure accountability and adherence to the action plan.
  • Validating and quantifying the impact of escalated cases, including cost implications upon de-escalation or closure, to identify areas for improvement.
  • Conducting thorough reviews post-escalation to share lessons learned and identify opportunities for continuous improvement.

Requirements:

  • A minimum of 5 years of experience in SaaS/Software or related high-tech industries, management consulting, or escalations.
  • Proven ability to remain resilient and calm under pressure, with experience in managing escalations and influencing outcomes.
  • A strong ability to collaborate and communicate effectively, prioritizing customer needs and empathizing with customers.
  • Excellent communication skills, with a strong executive presence and the ability to present complex information clearly.
  • Problem-solving skills, with the ability to quickly assess complex issues and facilitate successful de-escalation.
  • Proactive and curious individuals who are self-motivated to identify and lead improvement initiatives.

Key Qualifications:

  • Bachelor's degree in a relevant field, such as business administration, management, or a related field.

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