Summary:

As Sr. Manager, Global Escalation Management, you will serve as the seniormost leader of our Technical and Executive Escalations functions.  You will play a critical role in maturing our escalation management practices, ensuring customers receive timely, effective resolution of their most complex challenges. 

This role requires excellent leadership skills, experience leading technical teams, and a history of successfully partnering with Product and Engineering teams and executives to drive system enhancements and product improvements on behalf of our customers.

Reporting to the Senior Director of Customer Support, you will lead the effort to refine escalation criteria, develop incident management strategies, and drive process improvement, all while ensuring that escalations preserve trust internally or externally.  You will cultivate deep relationships with Engineering leadership and Development teams to ensure escalations are meaningful and productive—not just noise.

This is a highly cross-functional role that requires strategic thinking, problem-solving, and the ability to influence without authority.  Through your leadership, your team will enable customer-facing teams to restore confidence in escalated accounts, resolve issues, and proactively reduce future escalations through structured processes, communication, and collaboration.

What youll work on:

Escalation & Incident Management

• Owning the end-to-end escalation process, ensuring incidents are effectively managed and resolved

• Acting as the bridge between Engineering, Product, Customer Success, and Customer Support to ensure escalations are properly categorized, prioritized, and actioned

• Clearly articulating customer needs and business impact during escalations and incidents, ensuring appropriate resource mobilization

• Partnering with Product leaders to drive alignment on escalation urgency and prevent overuse of scarce resources for non-critical issues

• Leading internal and external communications during escalations, including with company executives, ensuring transparency and trust.

Cross-Functional Leadership & Collaboration

• Becoming a strategic point of contact for all technical teams, ensuring alignment on priorities and issue resolution

• Partnering with cross-functional stakeholders to establish appropriate metrics, reports, and reporting cadence

• Informing and influencing roadmaps and prioritization based on escalations and customer pain points, ensuring long-term resolution of systemic issues.

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Continuous Improvement & Prevention

• Developing proactive escalation prevention mechanisms, using data insights to predict and mitigate potential issues before they escalate

• Defining key metrics (KPIs, OKRs) to measure and improve escalation resolution efficiency, ensuring continuous learning from each customer engagement

• Refining internal escalation playbooks, training, and documentation, ensuring internal teams can handle issues more effectively

• Driving process improvements to enhance operational resilience and reduce friction in customer interactions.

What you bring:

• 10+ years experience in technical, customer-facing roles, with experience managing incidents and/or escalations

• A passion for people leadership, with a demonstrated ability to lead teams, identify technical talent, and develop frameworks and action plans to enable career progression

• Strong ability to build trust with Engineering and Product leaders

• Problem-solving skills and experience developing and implementing structured, data-driven approaches to complex problems

• Proven ability to influence without authority and drive alignment across multiple stakeholders in high-pressure situations

• Strong communication skills, capable of distilling complex technical issues into clear, actionable insights for both technical and non-technical audiences

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Bonus Points If You Have

• Experience resolving technical escalations in mission critical environments, (SaaS, Financial Services, etc.) and/or consulting experience

• Experience leading continuous improvement programs or cross-functional OKRs

• An interest in increasing access to justice and transforming the legal industry for all

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What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
 

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance 

• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office minimum 2 days per week on our Anchor Days. 

• Flexible time off policy, with an encouraged 20 days off per year.

• $2000 annual counseling benefit

• RRSP matching and RESP contribution 

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years​

The full salary range* for this role is $121,400 to $151,800 to $182,200 CAD.Please note salary bands may differ based on location and local currency. Additionally, benefit offerings may differ depending on the employees location.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility 

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers