Escalation Manager – Customer Support (Canada)

About the role

The Escalation Manager will coordinate efforts to resolve high‑impact customer issues, working closely with engineering, product, and customer success teams. This role blends hands‑on escalation handling with building a scalable escalation management function.

Key responsibilities

• Manage high‑level, high‑visibility support escalations in partnership with Engineering, Product Management, Customer Success, Customer Support, and customers until resolution.
• Build out the escalation management function, including processes, standards, and templates across the support organization.
• Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management.
• Create and execute data‑driven customer recovery plans for every escalation and incident addressed.
• Utilize business and technical skills to coordinate meetings, deliverables, and analyze trends for reporting purposes.

Required profile

• Minimum 8+ years of experience in customer support with specific expertise in escalation management.
• Experience building the escalation management function within a SaaS software environment.
• Proven ability to work cross‑functionally with support, engineering, product management, customer success, and customers.
• Strong executive‑level communication skills with both technical and business audiences.
• Bachelor’s degree in Computer Science, Computer Engineering, or a related engineering field (nice to have).