Incident Manager - Sales Operations

We are looking for an Incident Manager to join our Operations team and help deliver exceptional customer experiences through effective incident and escalation management.

In this client-facing role, you will act as the primary point of contact for critical incidents, working closely with customers, engineering teams, and cross-functional stakeholders to drive timely resolutions and maintain operational excellence.

This position is ideal for professionals who thrive in fast-paced environments, enjoy solving complex problems, and are passionate about building trusted customer relationships.

Key Responsibilities

Manage customer incidents and escalations from initiation through resolution.

Build trusted relationships with customers by setting clear expectations and providing timely updates.

Coordinate with technical teams to investigate issues, identify root causes, and drive resolution.

Monitor incident progress, ensuring accurate documentation and reporting.

Anticipate risks and proactively manage high-priority situations.

Facilitate communication across internal teams and customer stakeholders.

Support operational health by identifying improvement opportunities and contributing to process optimization.

Deliver an exceptional customer experience while maintaining focus on quality and service excellence.

Qualifications

1–3 years of experience supporting enterprise technologies or similar environments.

Experience in customer service or customer-facing support roles.

Experience managing incidents, escalations, or service delivery processes.

Strong communication and stakeholder management skills.

Excellent organizational, multitasking, and prioritization abilities.

Strong analytical and problem-solving skills.

Bachelor's degree or equivalent experience.

Advanced English and Portuguese proficiency (C1).

Preferred Qualifications

Understanding of incident lifecycle and troubleshooting methodologies.

Experience working with global customers or shared service centers.

ITIL Foundation certification or equivalent.

Experience coordinating cross-functional teams.

Familiarity with Microsoft Office Suite.

Skills for Success

Incident Management

Customer Relationship Management

Escalation Management

Critical Thinking

Stakeholder Management

Communication

Problem Solving

Adaptability

Customer Focus

Collaboration

Join us and help deliver world-class customer experiences by driving effective incident management and operational excellence.