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Added 5 mins ago
OH
Care Coordinator, Temporary Full-Time, Community Float, Bells Corners
Ontario Health atHome
Ottawa, ON
- Full-time
Under the general direction of the Manager, Patient Services and in accordance with the Ontario Health atHome Champlain standards, legislation, policies and guidelines, the Care Coordinator…
Added 9 mins ago
AP
Recreation Aide - Casual
Anson Place Care Centre
Hagersville, ON
- Part-time
Recreation Aide reports to the Recreation Manager and is expected to demonstrate commitment to resident well-being while focusing on emotion based person centered care by implementing…
Added 9 mins ago
CA
Maintenance Technician
Centurion Asset Management Inc.
AB · Edmonton, Alberta
- Full-time
Our mission is to be sought after as a leading-edge, reputable, multi-disciplinary alternative asset manager; to capitalize on opportunities in new and interesting investment strategies…
Added 9 mins ago
CN
Business Planner
Canadian Nuclear Laboratories LTD
Chalk River, ON
- Full-time
Added 9 mins ago
C
Consultant, Global Security Operations
CIBC
Toronto, ON
- Full-time
Global Security Operations - Under the supervision of the Sr. Manager, Global Security Operations the Consultant is responsible for supporting physical security related activities,…
Added 9 mins ago
C
Phones and Cashier Support
CHANEL
Toronto, ON · HOLT RENF. TORONTO YORKD FA
- Full-time
…standards of excellent customer service, product knowledge and care, personal presentation, and teamwork at all…
Added 9 mins ago
MM
Client Success Manager - Digital & Performance Marketing
Measure Marketing Results Inc.
Oakville, ON
- Full-time
We are hiring a Growth & Customer Success Manager to join our in-office team in Oakville, ON. This is not a passive account management role. This is for someone who wants to own…
Added 9 mins ago
IS
Accounts Receivable Clerk
Information Services Corporation ISC
Regina, SK
- Full-time
…financial reporting and related systems. Reporting to Operations Manager, Common Registry Services, other highlights…
Added 20 mins ago
AW
Senior Regional Manager, Estates East
Arterra Wines Canada
Mississauga, ON
- Full-time
We are currently recruiting for a passionate, Senior Manager, Regional Estates to manage all regional wineries in Ontario. This role will be responsible for the achievement of goals and…
Added 20 mins ago
NS
Registered Cardiology Technologist Advanced - Cardiac Electrodiagnostic Unit
Nova Scotia Health Authority
Halifax, NS
- Full-time
Reporting to the Health Services Manager, the Registered Cardiology Technologist Advanced evaluates and assists in the diagnosis of patients’ cardiac status through a variety of noninvasive…
Added 20 mins ago
PD
Senior Construction after-disaster Project Manager
Paul Davis Restoration of the National Capital Region, VA
Amherst, QC · Saint-Rémi-d’Amherst, QC
- Full-time
We’re looking for a Senior Restoration Project Manager who can confidently own high-volume, high-complexity projects from start to finish. You’ll be the primary decision-maker on files,…
Added 20 mins ago
PD
Junior Construction after-disaster Project Manager
Paul Davis Restoration of the National Capital Region, VA
Amherst, QC · Saint-Rémi-d’Amherst, QC
- Full-time
…moments of their lives - while learning how to balance customer care, insurance requirements, and operational execution. This Junior Project Manager role is an excellent stepping stone for…
Added 24 mins ago
R
Gestionnaire de projet, développement des affaires manufacturières canadiennes / Canadian Manufacturing Business Development Project Manager
RTX
Longueuil, QC
- Full-time
Job title: Canadian Manufacturing Business Development Project Manager
Added 24 mins ago
Bakery Utility Clerk (Brentwood)
Calgary Co-op
Calgary, AB
Ensures the proper care, use and maintenance of equipment and tools; and reports repair requirements to the Bakery Supervisor, Manager or Duty Manager.
Added 24 mins ago
Bakery Utility Clerk (Oakridge)
Calgary Co-op
Calgary, AB
Ensures the proper care, use and maintenance of equipment and tools; and reports repair requirements to the Bakery Supervisor, Manager or Duty Manager.
Added 24 mins ago
Bakery Utility Clerk (Crowfoot)
Calgary Co-op
Calgary, AB
Ensures the proper care, use and maintenance of equipment and tools; and reports repair requirements to the Bakery Supervisor, Manager or Duty Manager.
Added 24 mins ago
S
Senior Manager, Project Delivery
Sysco
AB · Sysco Canada Inc.
- Full-time
The Senior Manager, Project and Operations drives execution excellence through disciplined project management, proactive risk and issue management, and efficient stakeholder communication.…
Added 24 mins ago
Medical Care Aid
Lookout Housing and Health Society
Abbotsford, BC
Under the direction of the Program Manager or designate, the Medical Care Aide will provide support to guests with complex needs who may be experiencing deteriorating physical health, in…
Added 24 mins ago
Medical Care Aid
Lookout Housing and Health Society
Abbotsford, BC
Under the direction of the Program Manager or designate, the Medical Care Aide will provide support to guests with complex needs who may be experiencing deteriorating physical health, in…
Added 24 mins ago
Letter Carrier - Delivery Agent
Canada Post - Postes Canada
Perth, ON
Deliver for others – We take pride in doing our personal best, demonstrate care for others, and support and encourage them to reach their potential.
Added 24 mins ago
Y
Senior Manager, Loyalty & Digital
Yum!
Vaughan, ON
- Full-time
The Senior Manager, Loyalty & Digital is accountable for leading the development and execution of loyalty and digital strategy aligned with the broader business strategy. The role combines…
Added 24 mins ago
RG
Outdoor Program Manager
Rainbow Greenhouses Inc.
Chilliwack, BC · Abbotsford, BC
- Full-time
As a Program Manager, you’ll own the day-to-day execution and results of an outdoor program - managing inventory, orders, and cross-functional coordination across production, logistics, and…
Added 24 mins ago
Guest Attendant
Chartwell
Waterloo, ON
Are you passionate about making a difference in the lives of older adults through compassionate care and exceptional service? As a Guest Attendant at Chartwell, you’ll provide personal…
Added 24 mins ago
Unit Clerk
Winnipeg Regional Health Authority
Portage la Prairie, MB
Find your rewarding career in a vibrant and diverse community within Southern Health-Santé Sud. Our organization is privileged to provide care for people at every point in their lives.
Added 24 mins ago
Nurse 2 - CIVP
Winnipeg Regional Health Authority
Winnipeg, MB
Reporting to the Manager, Health Services and under the supervision of the Nursing Resource Coordinator, the Registered Nurse Home Care - CIVP provides nursing care to clients in the…

Snowflake

Manager, Escalation Management

Toronto, ON, Canada

$136,000 to $186,000 CAD / year · Full-time

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Job details

Pay: $136,000 to $186,000 CAD / year
Job type: Full-time
Posting language: English
Posted: Oct 1, 2026

Original job description

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset - who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done.

Manager, Escalation Management

Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results. We are a team of subject matter experts collectively working toward our customers’ success. We form partnerships with customers by listening, learning and building connections.

Snowflake’s values are key to our approach and success in delivering world-class Support. Putting customers first, acting with integrity, owning initiative and accountability and getting it done are Snowflake core values and are reflected in everything we do.

Snowflake’s Support team is expanding! We are looking for a Manager to lead our Escalation Management Team.

As a Manager of Escalation Management, you will help our customers achieve their business goals by providing outstanding service and support to our most critical customers in their most important time of need. You possess an excellent track record of leading high-performance teams in multiple aspects, extensive experience in the areas of Technical Support and Support Escalations, and the proper skills to create operational, tactical and strategic goals for the Escalations organization. You have broad experience creating detailed proactive and reactive business models, analyses and processes all of which have fueled your past success. A thorough understanding of the processes that drive consistent Escalation Management results and the business impacts related to technical issues is a must.

You will:

Have global team responsibility to deliver excellent customer care and support in a 24x7x365 SaaS environment
- This includes hiring, development, training, and skills management for a team of Escalation Managers
Possess a positive attitude and outlook and take a diplomatic approach to all situations.
Navigate and steer difficult situations toward positive outcomes
Make data-driven decisions to improve operational quality and efficiency.
Perform case quality reviews and coach team members toward driving improved customer experience
Foster and grow relationships across product and engineering functions for knowledge building, escalation engagement, new feature readiness, and product feedback
Establish good working relationships with customer-facing teams (sales, support account management, professional services, etc)
Assess and evaluate processes, technology, and team skill sets to identify gaps and identify areas to improve and opportunities for advancement.
Be the agent of change for new business processes, technology, and transformation
Lead by example to cultivate and maintain a culture built on teamwork and collaboration
Manage to the organizational and departmental objectives
Establish and implement relevant metrics and measures for success
Build future-proof processes and automation to enable scale across teams and products
Ensure quality work in all aspects of Escalation Management in support tickets, customer-facing Root Cause Analysis (RCA) documents, senior executive readouts as applicable, etc.
Lead and grow a diverse team responsible for responding to, investigating, managing, and resolving high-impact escalations 24x7x365.
Responsible for engaging and managing escalations to a minimum of 30% of their time.
Promote continuous improvement based on data-driven conversations
Leverage metrics to make strategic decisions, concentrating on results
Deliver scheduled updates to internal and external stakeholders, including C-level individuals

Our Ideal Manager of Global Escalation Management will have:

B.S. or M.S degree in CS, MIS or equivalent discipline
6+ years of technical support and service management experience; 2+ years in a supervisory role is required
3+ years of experience in a customer-facing role managing either escalations or incidents.
Experience managing Enterprise support in a large and complex environment in a web-based service and technology
A customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
Proven capability of delivering on departmental goals and key metrics
Experience facilitating solution-building across cross-functional teams and driving projects to achieve a shared goal
Ability to present problem resolution, root cause analysis, and corrective actions to customer-facing teams and customers when warranted
A reputation for trustworthiness, fairness, dependability, and adherence to high ethical standards
Strong analytical and problem-solving skills
Strong technical aptitude and excellent communication and negotiation skills, both oral and written
Ability to adapt, to be flexible, and to learn quickly in a dynamic environment
Excellent teaming skills and the ability to work with virtual and global cross-functional teams

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?

For jobs located in the United States, please visit the job posting on the Snowflake Careers Site for salary and benefits information: careers.snowflake.com

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More about this job

Responsibilities

Lead and grow a global team responsible for managing high-impact technical escalations in a 24x7x365 SaaS environment. Drive operational excellence through data-driven decision-making, process improvement, and cross-functional collaboration with product and engineering teams.

Requirements

Requires a B.S. or M.S. degree in CS, MIS, or an equivalent discipline with at least 6 years of technical support experience. Candidates must have 2+ years in a supervisory role and 3+ years of experience managing escalations or incidents in a complex enterprise environment.

Skills

Escalation Management
Technical Support
Team Leadership
SaaS
Data-driven Decision Making
Customer Experience
Root Cause Analysis
Strategic Planning
Operational Efficiency
Cross-functional Collaboration
Stakeholder Management
Problem Solving
Communication
Negotiation
Process Improvement
Automation

Visa sponsorship

Not detected in the job text

Keywords

Escalation Management
Technical Support
SaaS
Root Cause Analysis
Customer Success
Data-driven
Leadership
Enterprise Support
Incident Management
Process Improvement
Automation
Cross-functional Teams
Stakeholder Management
Strategic Planning
Operational Quality
Service Management
Product Readiness
Performance Metrics
Coaching
Team Development
Technical Aptitude
Analytical Skills
Negotiation
Communication
Collaboration
Snowflake
Agentic Enterprise
AI-native
Business Models
Customer Care

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