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Added 3 mins ago
RR
Director of Finance and Innovation
Rural Roads Health Services - AHI
Tillsonburg, ON
- Full-time
Lead operating and capital budgets, multi-year forecasts, long-range financial plans, and related accountability processes.
Added 3 mins ago
R
VP of Marketing Operations
Revun
Vaughan, ON
- Internship
Revun is hiring a Vice President of Marketing Operations to develop and lead the company’s marketing organization across product marketing, demand generation, brand development, customer…
Added 3 mins ago
GP
Représentant(e) des ventes et du développement des affaires
Global Payments Inc.
AB · Edmonton, AB
- Full-time
Strengthen local market influence by developing strategic referral networks and partnerships that increase lead generation, accelerate customer acquisition and expand market reach.
Added 17 mins ago
DF
Sr Program Manager
Decisive Farming by TELUS Agriculture
Vancouver, BC · Greater Vancouver Metropolitan Area
- Full-time
…interoperability movement and we're at a pivotal moment. You'll lead end-to-end program management across our delivery workstreams, translating strategic priorities into well-structured,…
Added 17 mins ago
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Grande Prairie, AB
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Added 17 mins ago
EG
President and Chief Executive Officer
European Geosciences Union (EGU)
Victoria, BC
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…relations. They will have a proven ability to build strategic partnerships, secure funding, navigate complex governance and stakeholder environments, and lead organizational growth and…
Added 19 mins ago
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Mortgage Specialist
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Duncan, BC · Nanaimo, BC
- Full-time
Proactively contacts referral and origination sources identified through the creation of national partnerships and/or creates local partnerships to lead discussions about home financing…
Added 19 mins ago
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Mortgage Specialist
BMO
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Mortgage Specialist
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Mortgage Specialist
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Mortgage Specialist
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Mortgage Specialist
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New Westminster, BC
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Mortgage Specialist
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Mortgage Specialist
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Added 19 mins ago
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Mortgage Specialist
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Added 19 mins ago
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Mortgage Specialist
BMO
Burnaby, BC
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Added 19 mins ago
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Director of People and Culture
Co-op
Red Deer, AB
- Full-time
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Added 34 mins ago
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Default Management Supervisor
Manulife
Halifax, NS · Kitchener, ON · Toronto, ON · Waterloo, ON
- Full-time
Lead, coach, and develop a high-performing team through ongoing performance conversations, development planning, mentoring, and recognition.
Added 34 mins ago
IF
Manager, Investment Reporting
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Montreal, QC
- Full-time
As Manager, Investment Reporting, you will lead a key finance function at the intersection of financial reporting, accounting, controls, and data transformation. You will have broad…
Added 49 mins ago
S
District Sales Manager
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Lead a cross functional sales teams of Marketing Associates, Business Development Managers, Inside Marketing Associates, and Category Growth Specialists
Added 49 mins ago
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Added 49 mins ago
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Class 5 Driver, General Labourer
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Added 1 hour ago
GP
Représentant(e) des ventes et du développement des affaires / Business Development Sales Representative
Global Payments Inc.
Calgary, AB · AB · Vancouver, BC · Halifax, NS · Toronto, ON · Montreal, QC · Quebec, QC
- Full-time
…worldwide through technology, innovation and meaningful client…
Added 1 hour ago
GP
Représentant des Ventes B2B - Solutions d'Affaires / B2B & Enterprise Sales Representative - Business Solutions
Global Payments Inc.
Toronto, ON · Montreal, QC
- Full-time

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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