other
Posted 5 days agoManager, Escalation Management
at Snowflake
Remote
Responsibilities
- - Perform case quality reviews and coach team members toward driving improved customer
- - Lead and grow a diverse team responsible for responding to, investigating, managing, and resolving high-impact escalations 24x7x365.
- - 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.
Requirements
- 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.
- Snowflake Support is committed to providing high-quality resolutions to help deliver data-driven business insights and results.
- Snowflake’s values are key to our approach and success in delivering world-class Support.
- 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.
- 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 -
Benefits
- 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
Contact
- benefits information: careers.snowflake.com http://careers.snowflake.com
Additional details
- 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 — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver 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.
- 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.
- 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.
- - 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
- - Responsible for engaging and managing escalations to a minimum of 30% of their time.