Escalation Manager - Customer Support

Company Overview

PointClickCare is a leader in health technology dedicated to assisting providers in delivering outstanding care. As a founder-led and privately held company, we empower our team to innovate and shape the future of healthcare. Serving over 30,000 provider organizations with the largest long-term and post-acute care dataset and over 400 integrated partners, our platform impacts millions of lives. We reinvest heavily in R&D to give employees the resources to innovate and grow. Recognized by Forbes as a top private cloud company and for our corporate culture in Canada, we offer flexibility and meaningful career opportunities.

Role Summary

The Escalation Manager will coordinate and manage escalated, high-impact customer issues by collaborating across multiple internal teams including engineering, product management, customer success engineering, and support, as well as external partners. This role involves both hands-on escalation handling and developing the escalation management function within the support organization. The position reports directly to the VP of Customer Support.

Key Responsibilities

• Direct the resolution of high-visibility customer support escalations in partnership with cross-functional teams and customers.
• Develop the escalation management framework by creating processes, standards, and templates organization-wide.
• Leverage data, metrics, and client feedback to enhance escalation and incident response strategies.
• Formulate and implement data-informed customer recovery plans for each escalation or incident.
• Apply technical and business knowledge to manage escalations, coordinate meetings and deliverables, and identify patterns for reporting.

Qualifications

• At least 8 years in customer support with specialized experience in escalation management.
• Proven track record in establishing escalation management processes within a SaaS environment, coordinating cross-functional efforts.
• Experience collaborating across support, engineering, product management, customer success teams, and directly with customers for resolution success.
• Strong communication skills capable of engaging with executive-level stakeholders both internally and externally.
• Exceptional writing and analytical skills to clearly summarize technical and business information.
• Bachelor's degree in Computer Science, Computer Engineering, or related engineering discipline is preferred but not mandatory.

Work Arrangement & Travel

As this is a remote role, occasional travel to the Mississauga or Salt Lake City offices is expected for onboarding, team events, and biannual meetings.

Compensation & Benefits

The expected annual base salary range in Canada is $100,000 to $110,000, complemented by a comprehensive benefits package starting from day one including retirement matching, flexible paid time off, wellness programs, parental leaves, fertility and adoption support, continuous development, employee assistance, and inclusion communities.

Additional Information

PointClickCare is committed to equal employment opportunities and diversity in the workplace. Accommodations are available upon request during the hiring process. We utilize AI-supported tools during recruitment to enhance candidate assessment but all final decisions are human-made. Applicants commit to adhering to company information security policies if hired.