Snowflake

Actively Hiring

Staff Escalation Manager

Toronto, Canada

Full time

Role Overview

Our Staff Escalation Manager reviews automatic and manual escalation nominations and can quickly assess the viability of the escalation request, balancing customer needs with being Snowflake ambassadors.

About Snowflake

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.

Key Responsibilities

Work on non-routine problems that require techniques for which solutions are not always established
Own medium to high complexity cases and account escalations that may require a higher technical aptitude
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
Lead escalations for highly visible customers, including those nominated by senior leadership

Requirements & Eligibility

Ability to work independently with almost no supervision on day-to-day operations
Strong escalation management practices to address customer issues for the long term
Ability to influence resources across cross-functional teams involved in handling the escalation

Required Skills & Tech

Escalation ManagementCustomer AdvocacyData AnalysisAI Tools