RemoteLeaf Logo
Log in Sign up

US- Escalation Manager (Customer Support)

3 hours, 32 minutes 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 69

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

Similar Roles

Anduril Industries

Engineering Solutions Technical Program Manager

Anduril Industries 1K-5K Aerospace & Defense

Anduril Industries is hiring an Engineering Solutions Application Engineer to support its ArsenalOS hardware lifecycle platform by improving engineering workflows, tool customizations, and cross-functional execution across product development.

United States Full-time Senior Program Manager
$129k-$171k
Agile ERP
2 hours, 47 minutes ago
HeliosX

Customer Care Advisor - German Speaking

HeliosX 51-250 Health Care Providers & Services

HeliosX is hiring a German Speaking Customer Care Advisor to support patients across Germany and help deliver timely, safe, high-quality customer care as the company scales its digital healthcare services.

United Kingdom Full-time Junior Customer Support
2 hours, 47 minutes ago
Upstream Rehabilitation

Patient Care Coordinator

Upstream Rehabilitation 251-1K Health Care Providers & Services

SERC Physical Therapy, a brand partner of Upstream Rehabilitation, is hiring a Patient Care Coordinator in Raytown, MO to support clinic operations and patient intake in an outpatient physical therapy setting.

United States Full-time Entry Level Customer Support Project Coordinator
3 hours, 2 minutes ago
CodeRoad

Program Manager

CodeRoad 51-250 Internet Software & Services

CodeRoad is hiring a remote Program Manager to lead nearshore software delivery PODs, align client strategy with day-to-day execution, and support scalable, high-quality service delivery.

Latin America Full-time Senior Program Manager
Agile Confluence JIRA Linear Scrum
3 hours, 2 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers