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About the Role

Snowflake Support is expanding and seeking a Manager to lead their Escalation Management Team. This role is crucial for helping customers achieve their business goals by providing outstanding service and support during critical times. The ideal candidate will lead high-performance teams, manage technical support and escalations, and set strategic goals for the Escalations organization.

Responsibilities

Have global team responsibility to deliver excellent customer care and support in a 24x7x365 SaaS environment
Manage hiring, development, training, and skills management for a team of Escalation Managers
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 opportunities for improvement
Act as an 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, and senior executive readouts
Lead and grow a diverse team responsible for responding to, investigating, managing, and resolving high-impact escalations 24x7x365
Engage in and manage escalations for 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

Requirements

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

Skills

Technical Support
Support Escalations
Operational, Tactical, and Strategic Goal Setting
Proactive and Reactive Business Models
Process Improvement
Data Analysis
Customer Relationship Management
Cross-functional Collaboration
Change Management
Team Leadership
Metrics and Measurement
Automation
Root Cause Analysis (RCA)
Communication
Negotiation

Work Type

24x7x365 SaaS environment

Experience Level

6+ years of technical support and service management experience
2+ years in a supervisory role
3+ years of experience in a customer-facing role managing either escalations or incidents

Education Level

B.S. or M.S degree in CS, MIS or equivalent discipline

About the Company

At Snowflake, we are powering the era of the agentic enterprise.
We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset.
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 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.