Senior Escalation Manager

Fivetran

  • Toronto, ON
  • Permanent
  • Full-time
  • 1 month ago
About the RoleFivetran is seeking a highly experienced and strategic Senior Escalation Manager to join our world-class Support team. In this role, you will take ownership of the most complex, high-impact customer escalations, partnering with internal teams and senior stakeholders to drive resolution and improve overall customer experience. As a senior leader within the Escalation Management function, you will not only manage critical escalations but also influence process improvements, mentor team members, and play a pivotal role in our customer advocacy and escalation strategy.As a Senior Escalation Manager, you will lead the coordination and resolution of our most urgent and impactful customer issues. You'll work across support, engineering, product, and customer success teams to reduce friction, drive accountability, and ensure excellent customer outcomes. You'll also help shape the long-term direction of our escalation management function.The ideal candidate brings deep technical understanding, exceptional judgment under pressure, and a collaborative mindset. You should have a minimum of 7+ years of experience managing technical escalations, with a proven ability to influence cross-functional teams and drive continuous improvement.bThis is a full-time, hybrid position based out of our Toronto, Canada office. Our hybrid work model offers a blend of remote flexibility and in-person collaboration, including two days in the office each week to connect and build as a team.Technologies You'll Use
  • Zendesk
  • SupportLogic
  • Height/Jira
  • Looker
  • Backstage
What You'll Do
  • Lead and manage critical customer escalations, ensuring timely and effective resolution through cross-functional collaboration.
  • Serve as the escalation point for high-severity or high-visibility incidents, maintaining communication with internal stakeholders and executive leadership.
  • Act as a trusted advisor to key customers, demonstrating strong ownership, empathy, and problem-solving skills.
  • Drive improvements in our escalation processes and frameworks, identifying patterns and systemic issues to enhance long-term customer satisfaction.
  • Partner with Engineering, Product, and Customer Success teams to influence product fixes, workarounds, and roadmap planning.
  • Provide strategic insights and analysis on escalation trends to drive better support policies and decision-making.
  • Mentor and support other Escalation Managers and Support team members, sharing best practices and helping them grow their escalation handling skills.
  • Participate in post-incident reviews, capturing lessons learned and driving follow-ups for continuous improvement.
  • Represent the Support function in leadership forums related to incident response, critical accounts, or executive escalations.
  • Stay current on industry trends and emerging technologies to evolve our escalation strategy.
Skills We're Looking For
  • 7+ years in escalation management, technical account management, or a senior support leadership role
  • Strong technical aptitude with the ability to understand and troubleshoot complex systems (SaaS, cloud infrastructure, data integration preferred).
  • Proven track record of leading high-severity incidents and communicating effectively with senior leadership and customers.
  • Strategic thinking with a passion for process improvement, operational excellence, and cross-functional collaboration.
  • Exceptional written and verbal communication skills with an ability to explain complex technical issues to diverse audiences..
  • Experience with Zendesk, SupportLogic, and Height.
  • Familiarity with cloud platforms (AWS, GCP, Azure), data integration, or SaaS support environments
  • Experience influencing product and engineering roadmaps through customer feedback and data.
  • Strong leadership and mentoring capabilities, with a focus on coaching others through challenging escalations.
  • Calm under pressure, highly organized, and capable of managing multiple priorities
Bonus Skills
  • Experience presenting to executive stakeholders or participating in customer QBRs.
  • #1Team1Dream mindset-collaborative, proactive, and always customer-focused.
Candidates must be located within commuting distance and are required to work onsite at least 2 days per week as part of our hybrid work mode#LI-HYBRID #LI-MM1

Fivetran