Guadalajara + Escalation Manager

Are you ready to lead and excel in a dynamic IT environment? We are seeking a dedicated Escalation Manager to join our team in Guadalajara.

• Lead multiple geo‑distributed teams to deliver high‑quality support service to clients.
• Provide day‑to‑day servant leadership, guidance, and coordination across teams.
• Supervise and review team work, handling customer complaints effectively.
• Manage team performance, KPIs, and SLA‑driven engagements, implementing corrective plans as needed.
• Resolve conflicts and ensure team processes and tasks are carried out efficiently.
• Establish, prioritize, and communicate goals clearly to meet business objectives.
• Oversee onboarding and knowledge transfer to new team members.

• Fluent in English (B2+ or higher).
• Excellent verbal and written communication skills.
• Deep understanding of service concepts...