Manager of Escalation Management (SaaS)

Location: Toronto, Ontario, Canada

Salary: CA$136K–CA$186K annually

Company

Snowflake provides a cloud data platform and delivers data-driven business solutions through customer-focused technical support.

What you will do

• Lead a global Escalation Management team delivering customer care in a 24x7x365 SaaS environment.
• Hire, develop, train, and manage skills for Escalation Managers.
• Lead the investigation, management, and resolution of high-impact customer escalations.
• Review case quality, coach team members, and improve customer experience.
• Partner with product, engineering, sales, support account management, and professional services teams.
• Build metrics, scalable processes, automation, and operational improvements while delivering updates to internal and external stakeholders.

Requirements

• B.S. or M.S. degree in computer science, management information systems, or an equivalent discipline.
• 6+ years of technical support and service management experience, including 2+ years in a supervisory role.
• 3+ years of customer-facing experience managing escalations or incidents.
• Experience managing enterprise support in a large, complex web-based technology environment.
• Strong analytical, problem-solving, communication, negotiation, and technical skills.
• Ability to present problem resolutions, root cause analyses, and corrective actions to customers and customer-facing teams.

Nice to have

• Experience working with virtual and global cross-functional teams.
• Experience driving cross-functional projects and solution-building toward shared goals.

Culture & Benefits

• Customer-first culture focused on integrity, initiative, accountability, and execution.
• Collaborative environment centered on teamwork and continuous improvement.
• Opportunity to work with global teams and influence support processes, technology, and transformation.