Staff Escalation Manager

About the Position

Staff Escalation Manager

CA-Ontario-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. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done.

Responsibilities

• Work on non-routine problems that require techniques for which solutions are not always established
• Work within defined processes and helps 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

Requirements

• Core Skills:

  • Escalation management
  • Customer advocacy
  • Team player
  • Community

• Secondary Skills:

  • AI tools
  • Data analysis
  • Problem-solving
  • Mentorship

We Offer

• Opportunity to redefine escalation management practices
• Drive customer satisfaction and long-term success
• Work in a fast-growing, innovative company

About the Company

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.