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Added 3 mins ago
AI
Enterprise Account Executive
Avant Imaging & Information Management, Inc.
Toronto, ON · Scarborough, ON
- Full-time
This is a growth-focused sales role for a proven professional who can identify opportunities, open new accounts, develop senior-level relationships and turn initial projects into long-term…
Added 3 mins ago
GG
B2B - Sales Account Manager
GOODAI GLOBAL USA INC.
Vancouver, BC
- $95,000 to $120,000 CAD / year
- Full-time
We are seeking a results-driven B2B Sales Account Manager to lead and expand key wholesale and national retail accounts across Canada and North America.
Added 3 mins ago
SB
Event Sales Specialist
Splitsville Bowl
AB · Edmonton, AB
- Part-time
Join Splitsville as a Event Sales Specialist and in return you'll get:
Added 3 mins ago
QF
Purchasing Assistant
Quik's Farm Ltd
Chilliwack, BC
- Full-time
Work closely with the Lead Purchasing Coordinator to ensure required orders are placed and fulfilled to support sales and production needs.
Added 3 mins ago
KW
Front Desk Administrator
Key West Ford Sales
New Westminster, BC
- Part-time
We’re looking for ambitious individuals with automotive sales experience who are ready to thrive in a high-traffic, lead-rich environment. If you’re a natural communicator who loves…
Added 3 mins ago
GC
Client Strategy Lead
GIANT Creative
London, ON
- $80,000 to $100,000 CAD / year
- Full-time
We are looking for a Client Strategy Lead who manages client success at the intersection of creative, paid media, SEO, MarTech, analytics, and account management. This is an…
Added 3 mins ago
SC
Meat - Certified Meat Cutter TF - Part time
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Port Moody, BC
- Part-time
Lead, train, and motivate team members to deliver exceptional service and meet department goals.
Added 3 mins ago
Assistant Manager, Education & Adventure Programs
Northland Properties
North Vancouver, BC
…in conjunction with and support the Education and Adventures Sales Coordinator role and Education and Adventure Program Supervisor to ensure a smooth delivery of the…
Added 33 mins ago
K
Assistant Sales Manager
KidStrong
Cobalt, ON
- Part-time
Join Our Team as an Assistant Sales Manager at KidStrong Kleinburg!
Added 33 mins ago
PS
Inventory & Logistics Assistant
Porcea Stone
Bolton, ON
- Full-time
…shipments, managing inventory, and providing reliable ETAs to our Sales team and…
Added 33 mins ago
TC
Product Commercialization Manager
TWIGZ Craft Pretzels
Toronto, ON · Greater Toronto Area, Canada
- Full-time
You will be the commercialization lead for new products, packaging formats, line extensions, and other innovation initiatives.
Added 1 hour ago
DB
Store Manager-Specialty Retail-Thornhill, ON
Dear-Born Baby
Markham, ON
- Full-time
Lead, motivate and develop the sales team with a strong focus on customer service, product knowledge and sales performance.
Added 1 hour ago
AP
Senior Strategic Account Manager, Fulfillment
AMZ Prep®
Mississauga, ON
- Full-time
Take the lead when an account is at risk, pull in Operations, Finance and Sales, and own the plan and the customer updates until it's resolved
Added 1 hour ago
CW
B2B Commercial Landscape Sales Development Manager
Clintar Winnipeg
West St. Paul, MB
- $65,000 to $75,000 CAD / year
- Full-time
Clintar Landscape Management is growing, and we are looking for an experienced B2B Sales & Business Development Representative to join our team.
Added 2 hours ago
BV
Sales Assistant
Brand Vision
Toronto, ON
- $48,000 to $56,000 CAD / year
- Full-time
We're looking for a junior Sales Coordinator to help run the day-to-day work behind new business: researching prospects, managing outreach, preparing proposals, organizing follow-ups, and…
Added 2 hours ago
T
Integrated Marketing Manager, NA GBM
TikTok
Toronto, ON
- Full-time
…cross-functional environments, partnering closely with teams across sales, product, content, marketing partners and CRM to drive cohesive, high-impact outcomes for the market. They take a…
Added 2 hours ago
LF
Temporary Part Time Floor Leader - Park Royal Village
Lush Fresh Handmade Cosmetics North America
Vancouver, BC
- Part-time
Your day-to-day will be spent on the shop floor, where you'll lead and inspire a team of sales associates to achieve and surpass their goals. By fostering a culture of passion and…
Added 2 hours ago
7
Store Crew
7-Eleven
Vernon, BC
- Internship
…stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of…
Added 2 hours ago
7
Store Crew
7-Eleven
Red Deer, AB
- Full-time
…stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of…
Added 2 hours ago
CC
National Account Manager
Cogent Communications
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Identify new business opportunities within a prescribed Regional Sales Territory via sourcing and Hunting to Identify new business opportunities within National Sales Territory focused on…
Added 2 hours ago
7
Store Crew
7-Eleven
Saanichton, BC
- Internship
…stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of…
Added 3 hours ago
HM
Sales Manager
HiTeck Medical Instruments
Mississauga, ON
- Full-time
HiTeck is a Canadian dental instrument brand with four decades of manufacturing behind it, and we are hiring a Sales Manager to lead our sales reps and our dealer partners.
Added 3 hours ago
Retail Floor Leader
Fisherman's Market International Inc.
Halifax, NS
We are looking for a Retail Floor Lead to support the day-to-day operations of our retail floor. Working closely with the Retail Supervisor and store team, you will help coordinate…
Added 3 hours ago
KD
Analyste Principale, Gestion de la croissance des revenus (RGM) des marques/ Associate Manager, Brand Revenue Growth Management (RGM)
Keurig Dr Pepper
Toronto, ON · Montreal, QC
- Full-time
…cross-functional planning. This role partners closely with Marketing, Sales, Finance, and Supply Chain teams to provide insights, recommendations, and business leadership that support…
Added 3 hours ago
C
Lead Supervisor I
Coach
Rocky View No 44, AB · Rocky View County, AB
- Full-time
Maintains strong leadership presence on the sales floor to achieve sales targets and deliver an exceptional customer experience

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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