Canada- Escalation Manager

About the role

This role focuses on resolving critical customer issues by coordinating cross-functional teams. You will be instrumental in building and refining the escalation management process within the support organization. Your work will directly impact customer satisfaction and the overall effectiveness of our support operations.

Key facts

What you'll do

• Oversee and manage high-priority customer issues, collaborating with Engineering, Product Management, Customer Success, and Support teams until resolution.
• Develop and implement the escalation management framework, including processes, standards, and documentation for the support department.
• Analyze data, metrics, and feedback to guide operational improvements in incident and escalation handling.
• Create and implement data-driven plans to recover customer situations following significant incidents.
• Apply business and technical knowledge to manage customer escalations, coordinate meetings, track deliverables, and identify trends for reporting.

Requirements

• A minimum of 8 years of experience in customer support, with a specific focus and expertise in managing escalations.
• Proven experience in establishing an escalation management function within a SaaS software company, including managing cross-departmental deliverables and outcomes.
• Demonstrated ability to work collaboratively with support, engineering, product management, customer success, and directly with customers to achieve positive results.
• Capacity to communicate effectively with executives, both internally and with customers.
• Strong skills in interpreting context, clear writing, and summarizing information for both technical and business audiences.

Nice to have

• Bachelor's Degree in Computer Science, Computer Engineering, or a related Engineering field.

Skills & tools

• Escalation Management
• SaaS Software
• Cross-functional Collaboration
• Executive Communication
• Data Analysis

Practical notes

For remote positions, travel to Mississauga or Salt Lake City offices will be required for events such as onboarding, team gatherings, and annual meetings.

Benefits commence on your first day of employment.

PointClickCare utilizes AI tools for candidate screening.

Accommodations are available upon request for candidates participating in the selection process. Contact recruitment@pointclickcare.com for assistance.