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Canada- Escalation Manager (Customer Support)

5 days, 13 hours ago
United States, Canada
Full-time
Lead
Customer Support
Project and Program Management
Apply Now
PointClickCare

PointClickCare

PointClickCare provides a leading cloud-based healthcare software platform that enables long-term and post-acute care providers to effectively manage the complete lifecycle of resident care while enhancing operational efficiency and improving resident ...

Health Care Providers & Services
1K-5K
Founded 2000
$232M raised
View All Jobs 66

Description

  • Manage high-visibility customer support escalations through resolution in partnership with internal teams and customers.
  • Coordinate with Engineering, Product Management, Customer Success, Customer Support, and external partners on customer-impacting issues.
  • Build escalation management processes, standards, and templates across the support organization.
  • Use data, metrics, and feedback to improve incident and escalation management decisions.
  • Create and execute data-driven customer recovery plans for escalations and incidents.
  • Coordinate meetings, deliverables, and cross-functional follow-up for escalated cases.
  • Analyze escalation trends and patterns for reporting purposes.
  • Report into the VP of Customer Support and support the development of the escalation management function.

Requirements

  • 8+ years of experience in customer support, with specific experience in escalation management.
  • Experience building an escalation management function within a SaaS software environment.
  • Experience working cross-functionally with support, engineering, product management, customer success, and customers.
  • Ability to communicate effectively at an executive level with customers and internal stakeholders.
  • Strong contextual interpretation and writing skills, with the ability to summarize for technical and business audiences.
  • Bachelor’s degree in Computer Science, Computer Engineering, or a related engineering field (nice to have).
  • Experience managing cross-functional deliverables and outcomes in a support environment.
  • Ability to use business and technical judgment to manage customer escalations.

Benefits

  • Benefits starting from day 1.
  • Retirement plan matching.
  • Flexible paid time off.
  • Wellness support programs and resources.
  • Parental and caregiver leaves.
  • Fertility and adoption support.
  • Continuous development support program.
  • Employee Assistance Program.

Interested in this position?

Apply directly on the company website

Apply Now

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