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US- Escalation Manager (Customer Support)

3 weeks ago
United States
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 68

Description

  • Manage high-visibility support escalations through resolution in partnership with Engineering, Product Management, Customer Success, Customer Support, and customers.
  • Build the escalation management function, including processes, standards, and templates across the support organization.
  • Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management.
  • Create and execute data-driven customer recovery plans for each escalation and incident.
  • Coordinate meetings, deliverables, and cross-functional follow-up for customer escalations.
  • Analyze trends and patterns in escalations for reporting and continuous improvement.
  • Collaborate with internal teams and external partners to resolve customer-impacting situations.
  • Apply business and technical judgment to manage complex customer issues.

Requirements

  • 8+ years of experience in customer support, with specific experience and expertise 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.
  • Excellent contextual interpretation and writing skills.
  • Ability to summarize and communicate clearly to both technical and business audiences.
  • Bachelor's degree in Computer Science, Computer Engineering, or a related engineering field (nice to have).
  • Ability to travel to the Mississauga and/or Salt Lake City office for remote-role events, or to work within commuting distance for a hybrid role as required.

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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