US- Escalation Manager

About the role

This position is centered around managing urgent and complex customer issues that demand immediate attention and resolution. You will act as a central point of contact for high-priority incidents, coordinating efforts across multiple internal departments such as engineering, support, product management, and customer success teams. Your primary responsibility will be to ensure that critical customer problems are addressed swiftly and effectively, maintaining high levels of customer satisfaction. Additionally, you will play a key role in establishing, refining, and maintaining the escalation management framework within the support organization to improve response times, communication, and overall incident handling processes. This role requires a proactive approach to problem-solving, excellent communication skills, and the ability to work under pressure in a fast-paced SaaS environment.

Key facts

What you'll do

• Take ownership of the resolution process for significant customer issues, working closely with engineering, product management, customer success, and support teams until a satisfactory resolution is achieved.
• Develop, implement, and continuously improve the processes, standards, and documentation related to escalation management across the support department.
• Analyze data, operational metrics, and customer feedback to identify trends, recurring issues, and areas for process improvement in incident and escalation handling.
• Design and execute customer recovery plans following major incidents or escalations to ensure customer retention and satisfaction.
• Organize and lead meetings with internal teams and customers to coordinate resolution efforts, track progress, and communicate updates effectively.
• Apply technical and business understanding to interpret complex issues, organize resources, and prioritize tasks during high-pressure situations.
• Identify patterns in escalations and recurring problems, then report findings to leadership to inform strategic improvements.
• Serve as a liaison between customers and internal teams, ensuring clear communication, managing expectations, and providing updates throughout the resolution process.
• Contribute to the ongoing development of escalation management frameworks, best practices, and training materials to enhance team capabilities.
• Collaborate with support leadership to define escalation protocols, response times, and escalation thresholds to ensure consistency and efficiency.
• Provide mentorship and guidance to support team members on handling escalations and complex customer issues.
• Assist in onboarding and training new support staff on escalation procedures and customer communication standards.
• Maintain a comprehensive understanding of the company's products, services, and technical infrastructure to effectively troubleshoot and coordinate resolutions.
• Participate in cross-functional meetings to share insights, escalate issues, and recommend improvements to product and support processes.
• Support the support organization in achieving key performance indicators related to escalation resolution times, customer satisfaction, and incident management.
• Stay informed about industry best practices in escalation management and incorporate relevant strategies into the company's processes.
• Contribute to post-incident reviews and root cause analyses to prevent future escalations and improve overall service quality.

Requirements

• A minimum of 8 years of experience in customer support, with a proven track record of managing customer escalations in a SaaS environment.
• Extensive experience in building and leading escalation management functions within a SaaS company, including managing cross-functional projects.
• Demonstrated ability to collaborate effectively with support, engineering, product management, and customer success teams to resolve complex issues.
• Strong communication skills, capable of engaging with executive leadership and customers at all levels.
• Ability to interpret complex technical and business information, write clearly, and summarize details for diverse audiences.
• Bachelor's Degree in Computer Science, Computer Engineering, or a related engineering field.
• Proven ability to handle high-pressure situations, prioritize tasks, and manage multiple ongoing issues simultaneously.
• Experience analyzing operational data, metrics, and customer feedback to inform process improvements.
• Strong organizational skills and attention to detail.
• Ability to develop and implement process improvements and best practices.
• Knowledge of SaaS industry standards, customer support frameworks, and incident management methodologies.
• Familiarity with tools used for customer support, incident tracking, and data analysis (specific tools in the source).

Nice to have

• Experience working with international teams or customers.
• Knowledge of industry-specific regulations or compliance standards.
• Previous experience with ITAR (International Traffic in Arms Regulations) compliance.
• Experience working in a fast-growing SaaS company with evolving processes.
• Exposure to AI tools used in customer support or incident management.

Skills & tools

• None specified in the source.

Practical notes

an on-site role based in Mississauga or Salt Lake City, requiring travel to PointClickCare offices for onboarding, team gatherings, and semi-annual or annual meetings. While the position is remote, travel is necessary for certain events. PointClickCare offers comprehensive benefits starting from your first day, including a retirement plan with matching contributions, flexible paid time off, wellness programs, parental and caregiver leaves, fertility and adoption support, continuous development resources, an employee assistance program, and inclusion communities. The company is committed to equal employment opportunity and provides accommodations for candidates with disabilities upon request. AI tools are used to assist in candidate screening and assessment, and all application data is handled in accordance with Lever's Privacy Policy. Employees are expected to adhere to PointClickCare's information security policies and procedures to ensure data protection and confidentiality.