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Customer Escalation Manager Jobs in Quebec (NOW HIRING)

Jestais

Customer Escalations & Incident Management * Act as a senior escalation point for strategic accounts, critical incidents, and complex technical issues. * Ensure timely and clear customer ...

Motorola

Software Customer Service Manager

Gatineau, QC

CA$100K - CA$135K/yr

Delivers consistent service levels by exceeding customer expectations and managing customer escalations. * Helps manage and coordinate the processing, communication, and implementation of technical ...

Motorola

Software Customer Service Manager

Quebec, QC · On-site +1

CA$100K - CA$135K/yr

Delivers consistent service levels by exceeding customer expectations and managing customer escalations. * Helps manage and coordinate the processing, communication, and implementation of technical ...

AON3D Careers

Director, Customer Success

Montreal, QC · Hybrid

Lead high-severity customer escalations across printer support, software support, field reliability ... Manage a technical, engineering-focused customer success team to deliver superior customer outcomes.

JP Recruitment

Service Manager - 1861598

Quebec, QC · On-site

A market leader in the HVAC industry is looking for a Service Manager in the Ottawa/Montreal/Quebec ... Resolve customer escalations via active problem solving skills * Adjust technical resources to meet ...

Synopsys

$180 - $260/hr

Managing distributed teams across time zones does not intimidate you. You create alignment between ... Establish quality practices that reduce post-release issues and customer escalations * Develop ...

Lever Demo 2

Customer Account Manager

Montreal, QC

... escalations by collaborating with development, product management, and support teams to improve the Moovweb offering for our clients Identify and develop new opportunities for expansion across the ...

Syntax

SAP AMS - Service Delivery Manager

Montreal, QC · On-site +1

Contribute to risk management, escalation handling, and issue resolution planning as needed. * Foster a collaborative, accountable, and customer-focused delivery culture. Required Qualifications

Lifeworks

Customer Success Manager

Montreal, QC · On-site

... escalations, and solution planning Managing the account profitability including working with ... customer and impact processes in a positive way Participating in proposal development and ...

GEODIS

Manager Operations Key Accounts - Canada

Dorval, QC · On-site

$80K - $100K/hr

Operations Key Account Manager - CAN (OKAM) Who We Are: GEODIS specializes in unlocking business ... Taking ownership of and professionally overseeing customer escalations is critical Join our Team!

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Customer Escalation Manager information

What is a customer escalation manager?

A Customer Escalation Manager is a professional responsible for handling and resolving complex customer complaints or issues that have not been resolved through standard support channels. They act as a liaison between customers and the company, ensuring that concerns are addressed promptly and effectively. Their role often involves investigating problems, coordinating with different departments, and implementing solutions to prevent future escalations. By managing critical situations, they help maintain customer satisfaction and protect the company's reputation.

How does a customer escalation manager typically collaborate with other departments to resolve complex customer issues?

Customer Escalation Managers frequently work cross-functionally, collaborating with teams such as technical support, product management, sales, and engineering to resolve customer concerns that require specialized expertise. They act as the primary liaison, ensuring that all stakeholders are aligned on the issue and that communication is clear and timely. This role demands strong relationship-building skills and the ability to coordinate resources quickly, as escalations often require swift, well-organized responses. By fostering open communication between departments, Escalation Managers help drive resolutions that maintain customer satisfaction and improve internal processes.

What are the key skills and qualifications needed to thrive as a customer escalation manager, and why are they important?

To thrive as a Customer Escalation Manager, you need strong problem-solving skills, conflict resolution abilities, and a background in customer service or related fields, often supported by a bachelor's degree. Familiarity with CRM systems, ticketing platforms, and reporting tools like Salesforce or Zendesk is typically required. Exceptional communication, empathy, and resilience are essential soft skills for managing difficult conversations and high-pressure situations. These skills ensure efficient resolution of complex customer issues, maintain client satisfaction, and protect the company's reputation.

What is the difference between Customer Escalation Manager vs Customer Service Supervisor?

AspectCustomer Escalation ManagerCustomer Service Supervisor
Primary FocusHandling complex customer escalations and resolving high-priority issuesOverseeing daily customer service operations and team management
Required SkillsAdvanced communication, problem-solving, conflict resolutionTeam leadership, customer service skills, process management
Work EnvironmentCollaborates with multiple departments to resolve escalationsManages customer service team in call centers or support centers
CertificationsCustomer service or conflict resolution certifications often preferredLeadership or supervisory certifications beneficial

The Customer Escalation Manager focuses on resolving complex and high-priority customer issues, often working across departments. In contrast, the Customer Service Supervisor manages daily team operations and ensures customer satisfaction at the operational level. Both roles require strong communication skills, but the escalation manager typically handles more advanced problem-solving scenarios.

How to become a customer escalation manager?

To become a customer escalation manager, candidates typically need a background in customer service, strong communication and problem-solving skills, and experience handling complex customer issues. Relevant certifications in customer service or management can be beneficial, and familiarity with CRM tools is often required. Progression usually involves gaining experience in customer support roles and developing leadership abilities.

What job categories do people searching Customer Escalation Manager jobs in Quebec look for?

The top searched job categories for Customer Escalation Manager jobs in Quebec are:

What cities in Quebec are hiring for Customer Escalation Manager jobs?

Cities in Quebec with the most Customer Escalation Manager job openings:

Customer Escalation Manager jobs near you
Infographic showing various Customer Escalation Manager job openings in Quebec as of August 2026, with employment types broken down into 80% Full Time, 17% Part Time, and 3% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution.

Customer Support Manager | Gestionnaire du soutien a la clientele

Jestais

On-site

Full-time

Posted 20 days ago

Job description

Company Overview

Jesta I.S. is a leading provider of enterprise software solutions for the retail, wholesale, and supply chain industries. With more than 50 years of retail and supply chain technology expertise, we build end-to-end software solutions that help global brands unify their people, operations, data, and customer experiences across every channel.


Position Summary

We are looking for a Customer Support Manager to lead customer support operations across our Service Desk, Technical Support, and Application Support functions.

This role is ideal for a service-driven leader who is passionate about building strong teams, solving complex customer issues, and continuously improving the customer support experience. You will oversee day-to-day support operations, coach and develop support professionals, manage customer escalations, and help strengthen our support processes, tools, documentation, and service delivery practices.


Responsibilities

Support Operations & Team Leadership

  • Oversee daily Service Desk, Technical Support, and Application Support operations, including ticket flow, prioritization, escalations, SLA performance, and service quality.
  • Lead, mentor, and develop the support team, strengthening troubleshooting, product knowledge, accountability, and service standards.
  • Set priorities, align resources with customer and business needs, and monitor team performance.
  • Identify opportunities to improve productivity, service consistency, and customer satisfaction.

Customer Escalations & Incident Management

  • Act as a senior escalation point for strategic accounts, critical incidents, and complex technical issues.
  • Ensure timely and clear customer communication throughout the resolution process.
  • Guide investigations involving enterprise applications, ERP configurations, integrations, databases, APIs, and system performance.
  • Coordinate incident resolution and follow-up across internal teams.

Cross-Functional Collaboration

  • Use support metrics, customer feedback, ticket trends, SLA performance, and root-cause analysis to identify improvements.
  • Drive initiatives to reduce recurring issues and backlog, improve workflows, and strengthen service consistency.
  • Establish and maintain effective support processes, standards, and best practices.

Process Improvement & Service Excellence

  • Use support metrics, customer feedback, ticket trends, SLA performance, and root-cause analysis to identify opportunities for improvement.
  • Drive initiatives to reduce recurring issues, improve workflows, reduce backlog, and strengthen service consistency.
  • Establish and maintain effective support processes, standards, and best practices.
  • Identify opportunities to improve incident management, escalation processes, and overall service delivery.

Knowledge Management, Automation & Innovation

  • Maintain and improve documentation, troubleshooting guides, knowledge bases, runbooks, and customer-facing resources.
  • Leverage automation, reporting, and approved AI tools to improve triage, documentation, communication, analysis, and productivity.
  • Encourage knowledge sharing and continuous learning within the team.


Qualifications

Education

  • Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline, or equivalent professional experience.
  • ITIL Foundation certification or an equivalent IT Service Management certification is considered an asset.

Experience

  • 3+ years managing customer or technical support teams in a B2B SaaS, enterprise software, ERP, or similar environment.
  • Strong experience with customer escalations, SLA-driven service, incident management, and support operations.
  • Experience troubleshooting or guiding investigations involving enterprise applications, integrations, databases, APIs, and system performance.
  • Experience collaborating with Product, Development, QA, Professional Services, Customer Success, and business teams.
  • Experience using support metrics and service data to improve quality and operational efficiency.

Skills & Abilities

  • Strong leadership, coaching, and people management skills.
  • Excellent customer service and escalation management skills.
  • Strong analytical, troubleshooting, and problem-solving abilities.
  • Excellent communication skills with technical and non-technical audiences.
  • Strong organizational and prioritization skills.
  • Solid understanding of incident, SLA, escalation, and support management.
  • Continuous improvement mindset and ability to leverage data, automation, and technology.
  • Collaborative, adaptable, accountable, and resilient in a fast-paced environment.

Tools & Systems

  • AI & Collaboration: Microsoft Copilot, Outlook, Microsoft Teams, SharePoint
  • Customer Support & Service Management: Zendesk, Jira Service Management, Salesforce Service Cloud, Incident Management Platforms
  • Technical & Development: Azure DevOps, SQL/PL/SQL Query Tools, API Monitoring Tools, Application Log Analysis Tools
  • Monitoring: Enterprise Monitoring Solutions


Additional Information

  • This is a hybridrole, 2 days working in the office in Montreal, QC is required.
  • Regular working hours apply; however, availability outside normal business hours may occasionally be required to support critical customer escalations or incidents. This is inherent to the nature of the role.
  • We thank all applicants for their interest. However, only shortlisted candidates will be contacted.


--------------------

Presentation de l'entreprise

Jesta I.S. est un fournisseur de premier plan de solutions logicielles d'entreprise pour les secteurs du commerce de detail, du commerce de gros et de la chaine d'approvisionnement. Forte de plus de 50 ans d'expertise en technologies pour le commerce de detail et la chaine d'approvisionnement, notre entreprise developpe des solutions logicielles de bout en bout qui permettent aux marques internationales d'unifier leurs equipes, leurs operations, leurs donnees et leurs experiences client sur tous les canaux.


Resume du poste

Nous sommes a la recherche d'une gestionnaire du soutien a la clientele pour diriger les operations de soutien a la clientele au sein de nos fonctions de Service Desk, de soutien technique et de soutien applicatif.

Ce role s'adresse a une personne gestionnaire axee sur le service et passionnee par le developpement d'equipes solides, la resolution de problemes clients complexes et l'amelioration continue de l'experience de soutien. Vous superviserez les operations quotidiennes de soutien, accompagnerez et developperez les membres de l'equipe, gererez les escalades clients et contribuerez a renforcer nos processus, outils, pratiques de documentation et methodes de prestation de services.


Responsabilites

Operations de soutien et leadership d'equipe

  • Superviser les operations quotidiennes du Service Desk, du soutien technique et du soutien applicatif, notamment le traitement des billets, les priorites, les escalades, les SLA et la qualite du service.
  • Diriger, accompagner et developper l'equipe de soutien afin de renforcer les competences en depannage, la connaissance des produits, la responsabilisation et les standards de service.
  • Etablir les priorites, aligner les ressources sur les besoins de la clientele et de l'entreprise et suivre la performance de l'equipe.
  • Cerner les occasions d'ameliorer la productivite, la constance du service et la satisfaction client.

Escalades clients et gestion des incidents

  • Agir comme point d'escalade principal pour les comptes strategiques, les incidents critiques et les enjeux techniques complexes.
  • Assurer une communication claire et rapide avec la clientele tout au long du processus de resolution.
  • Orienter les investigations liees aux applications d'entreprise, configurations ERP, integrations, bases de donnees, API et performance des systemes.
  • Coordonner la resolution des incidents et les suivis avec les equipes internes concernees.

Collaboration interfonctionnelle

  • Collaborer avec les equipes Produits, Developpement, QA, Services professionnels et Reussite client afin de resoudre les problemes et prioriser les defauts et ameliorations.
  • Faciliter le partage des connaissances entre les equipes de soutien et les equipes techniques.
  • Partager les observations provenant de la clientele et du soutien afin d'ameliorer les produits, les processus et l'experience client.

Amelioration des processus et excellence du service

  • Utiliser les indicateurs de soutien, la retroaction client, les tendances des billets, la performance des SLA et l'analyse des causes racines pour cerner les ameliorations possibles.
  • Piloter des initiatives visant a reduire les problemes recurrents et le retard dans le traitement des billets, ameliorer les flux de travail et renforcer la constance du service.
  • Etablir et maintenir des processus, standards et meilleures pratiques efficaces en matiere de soutien.

Gestion des connaissances, automatisation et innovation

  • Maintenir et ameliorer la documentation, les guides de depannage, les bases de connaissances, les procedures et les ressources destinees a la clientele.
  • Tirer parti de l'automatisation, des rapports et des outils d'IA approuves pour ameliorer le triage, la documentation, les communications, l'analyse et la productivite.
  • Encourager le partage des connaissances et l'apprentissage continu au sein de l'equipe.


Qualifications

Formation

  • Baccalaureat en TI, informatique, systemes d'information ou domaine connexe, ou experience equivalente.
  • Certification ITIL Foundation ou equivalente en gestion des services TI, un atout.

Experience

  • 3+ ans d'experience en gestion d'equipes de soutien a la clientele ou de soutien technique dans un environnement B2B SaaS, logiciels d'entreprise, ERP ou similaire.
  • Solide experience en gestion des escalades clients, prestation de services avec SLA, gestion des incidents et operations de soutien.
  • Experience en depannage ou en orientation d'investigations liees aux applications d'entreprise, integrations, bases de donnees, API et performance des systemes.
  • Experience de collaboration avec les equipes Produits, Developpement, QA, Services professionnels, Reussite client et affaires.
  • Experience dans l'utilisation de donnees et d'indicateurs de soutien pour ameliorer la qualite et l'efficacite operationnelle.

    Competences et aptitudes

    • Solides competences en leadership, coaching et gestion d'equipe.
    • Excellente orientation client et capacite a gerer les escalades.
    • Solides aptitudes analytiques, en depannage et en resolution de problemes.
    • Excellentes aptitudes en communication avec des publics techniques et non techniques.
    • Excellentes competences organisationnelles et capacite a gerer les priorites.
    • Bonne comprehension de la gestion des incidents, des SLA, des escalades et du soutien.
    • Esprit d'amelioration continue et aisance avec les donnees, l'automatisation et la technologie.
    • Esprit collaboratif, adaptabilite, sens des responsabilites et resilience dans un environnement dynamique.

    Outils et systemes

    • IA et collaboration : Microsoft Copilot, Outlook, Microsoft Teams, SharePoint
    • Soutien a la clientele et gestion des services : Zendesk, Jira Service Management, Salesforce Service Cloud, plateformes de gestion des incidents
    • Outils techniques et de developpement : Azure DevOps, outils de requetes SQL/PL/SQL, outils de surveillance des API, outils d'analyse des journaux d'applications
    • Surveillance : solutions de surveillance des environnements d'entreprise


    Informations supplementaires

    • Il s'agit d'unposte hybride, necessitant une presence au bureau de Montreal, au Quebec, deux jours par semaine.
    • L'horaire de travail regulier s'applique; toutefois, une disponibilite a l'exterieur des heures normales de travail peut etre occasionnellement requise afin de soutenir des escalades ou incidents clients critiques. Cette disponibilite fait partie de la nature du role.
    • Nous remercions tous les candidats de leur interet. Toutefois, seuls les candidats selectionnes pour une entrevue seront contactees.

    Apply