Staff Escalation Manager in Toronto

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. Your role isn't just to execute a function, but to help redefine the future of how work gets done.

A Staff Escalation Manager reviews automatic and manual escalation nominations and can quickly assess the viability of the escalation request. They can strike the proper balance between serving customers' needs and being Snowflake ambassadors. They assemble multiple data points from different systems to create an overall picture of the customer’s current situation. A Staff Escalation Manager relies heavily on reporting and analysis to translate the overall customer situation into a consumable view for management.

Your Responsibilities:

• Work on non-routine problems that require techniques for which solutions are not always established.
• Work within defined processes and help determine the appropriate approach for new issue types.
• Work independently with almost no supervision on day-to-day operations.
• Prioritize tasks to manage their escalation queue effectively, rarely requiring input from their managers.
• Serve as a mentor to junior staff on escalation practices; however, has no direct supervisory responsibilities.
• Optimize AI-assisted workflows for escalation management, refining prompt strategies and tooling to improve team efficiency and output quality.

In this role, you will:

• Own medium to high complexity cases and account escalations that may require a higher technical aptitude.
• Work independently to define strategies for addressing highly complex escalations.
• Leverage data from escalation models to drive and influence action on escalations.
• Use AI tools independently to aggregate multi-source data, identify escalation patterns, and accelerate root-cause analysis, serving as a resource for peers on effective AI usage.
• Suggest improvements to the overall escalation process and methodology.
• Lead escalations for highly visible customers, including those nominated by senior leadership.
• Able to prioritize and manage multiple highly visible escalations, keeping all parties updated on progress regularly.
• Drive internal team alignment in preparation for customer meetings.
• Drive consensus from all necessary internal resources at the appropriate level before making commitments on behalf of Snowflake.
• Expertly navigate the right teams using the appropriate channels to create the action plan.
• Ability to influence resources across cross-functional teams involved in handling the escalation.
• Ability to take a big-picture approach to determine the root cause of escalations to ensure an adequate long-term solution is provided.
• Work independently across the org to create, polish, and send customer-facing post-mortems/RCAs based on the specifics of the escalation.

Customer Advocacy:

• Demonstrate strong escalation management practices to address customer issues for the long term.
• Provide guidance and mentorship in quality escalation management to team members.
• Present the Global Escalation program, process, and principles to an internal and external audience.
• Continuously monitor and keep a pulse on the customer's temperature.
• Demonstrate heightened awareness of the overall customer situation, how the customer responds to progress updates, and pivot approach as needed to drive customer satisfaction.

Team Player and Community:

• Proactively help others.
• Develop expertise in others.
• Cool under challenging situations; holds things together in tough times.
• Comfortable with ambiguity and making difficult decisions.
• Embody Snowflake Values, acting as a role model to more junior team members.
• Participate in the hiring process as a key interviewer and demonstrate the ability to assess the skills and potential of interview candidates accurately.

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?