US-Based Escalation Manager - Customer Support

About PointClickCare

PointClickCare is dedicated to supporting healthcare providers in delivering superior care. As a privately-held, founder-led leader in health technology, the company fosters innovation and boundary-pushing by its workforce. With the largest dataset in long-term and post-acute care and a marketplace featuring over 400 integrated partners, the platform supports 30,000+ provider organizations, impacting millions of lives. A significant portion of revenue is invested back into research and development, enabling continuous innovation. Recognitions include Forbes' top private cloud company and one of Canada’s Most Admired Corporate Cultures. The company integrates AI to enhance creativity, productivity, and decision-making throughout its teams and recruitment, nurturing ongoing growth and innovation.

Role Overview

The Escalation Manager will lead resolution efforts for highly-impactful escalated customer issues, collaborating across engineering, product management, customer success, and support functions as well as external partners. This position involves establishing and evolving the escalation management process within the support team, reporting directly to the VP of Customer Support. While remote-based, occasional travel to Mississauga or Salt Lake City offices is expected for onboarding and team events.

Key Responsibilities

• Oversee critical, high-visibility support escalations in collaboration with multiple internal teams and customers until full resolution is achieved.
• Develop and implement escalation management frameworks, including processes, standards, and templated documents across the support department.
• Leverage data analytics and feedback to guide operational decisions improving incident and escalation handling.
• Devise and execute customer recovery strategies based on data insights for all escalations and incidents handled.
• Apply technical and business acumen to coordinate meetings, manage deliverables, and analyze trends for reporting.

Qualifications and Experience

• At least 8 years of experience in customer support, with proven expertise specifically in managing escalations.
• Demonstrated ability to build escalation management functions within SaaS software environments, including cross-functional collaboration.
• Strong experience partnering effectively with support, engineering, product management, customer success teams, and directly with clients to achieve successful outcomes.
• Proficient in executive-level communication with both customers and internal stakeholders.
• Excellent written and verbal skills, capable of summarizing complex information for technical and non-technical audiences.
• Bachelor’s degree in Computer Science, Computer Engineering, or related engineering disciplines is preferred but not mandatory.

Travel and Work Location

This remote role requires attending occasional in-office events at the Mississauga or Salt Lake City locations for onboarding and team meetings. Employees should be prepared for travel to these sites as needed.

Compensation and Benefits

Salary for this full-time position in the United States ranges between $95,000 and $105,000 annually. Benefits commence from day one and include retirement plan matching, flexible paid time off, wellness programs, parental and caregiver leaves, fertility and adoption support, continuous development programs, employee assistance programs, diversity and inclusion communities, employee recognition, and more.

Equal Opportunity and Inclusion

PointClickCare promotes equal employment opportunities without discrimination. The company accommodates applicants with disabilities throughout the hiring process on request. AI-supported tools assist in candidate screening and assessments, ensuring fairness, but final hiring decisions involve human judgment.

Information Security

Candidates hired must adhere to information security policies to protect sensitive and confidential data.