US- Escalation Manager

About the role

This position involves managing critical customer issues that require immediate attention and resolution. You will act as a central point of contact, coordinating efforts across various internal departments and external partners to ensure customer satisfaction during high-impact situations. This is a foundational role where you will not only manage escalations but also help establish and refine the escalation management framework within the support organization.

Key facts

What you'll do

Coordinate the resolution of significant customer problems, working with engineering, product management, customer success, and support teams until a satisfactory outcome is achieved.

Develop and implement the processes, standards, and documentation for the escalation management function across the support department.

Analyze data, metrics, and feedback to guide operational improvements in incident and escalation handling.

Create and execute plans to recover customers following major incidents or escalations.

Apply business and technical understanding to manage customer issues, organize meetings, track progress, and identify recurring patterns for reporting.

Requirements

A minimum of 8 years of experience in customer support, with a specific focus and proven expertise in managing customer escalations.

Experience in building an escalation management function within a Software as a Service (SaaS) company, including managing cross-functional projects and achieving desired results.

Demonstrated ability to collaborate effectively with support, engineering, product management, customer success, and directly with customers to achieve positive outcomes.

Capacity to communicate clearly and effectively with executives, both internally and with clients.

Strong ability to interpret information contextually, write clearly, and summarize complex details for both technical and business audiences.

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

Nice to have

None

Skills & tools

None specified

Practical notes

This is a remote role, but will require travel to PointClickCare offices in Mississauga and/or Salt Lake City for events such as onboarding, team gatherings, and semi-annual/annual meetings.

PointClickCare offers comprehensive benefits starting on your first day, including retirement plan matching, flexible paid time off, wellness programs, parental and caregiver leaves, fertility and adoption support, continuous development resources, an employee assistance program, and inclusion communities.

PointClickCare is committed to equal employment opportunity and provides accommodations for candidates with disabilities upon request.

PointClickCare uses AI tools to assist in candidate screening and assessment.

Information submitted during the application process is handled by Lever, in accordance with Lever's Privacy Policy.

All hired individuals are expected to adhere to PointClickCare's information security policies and procedures.