Senior Manager, Global Escalation Management

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Clio is more than just a tech company-we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

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 you'll 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.

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

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

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 employee's location.

We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.

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
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