Remote Senior Escalation Architect – Build SaaS Support

PointClickCare; Mississauga; Hybrid; CAD 100,000 - 140,000; Full time

Benefits offered by this job

Benefits starting from Day 1

Retirement Plan Matching

Flexible PTO

Wellness Programs

Parental & Caregiver Leaves

Fertility & Adoption Support

Employee Assistance Program

Job summary

PointClickCare is seeking a Senior Escalation Manager to design and lead a new escalation management function within our remote-first SaaS support team. You’ll combine strategic leadership with hands-on delivery, owning critical escalations and shaping the program from the ground up.

Reporting to the VP of Customer Support, you’ll collaborate across Engineering, Product, CS and Support, and travel to Mississauga or Salt Lake City for onboarding and key events as required.

Qualifications

• 8+ years in customer support with escalation management
• Experience building escalation function in SaaS with cross-functional deliverables
• Experience working with support, engineering, product, CS, and customers to drive outcomes
• Executive-level communication skills with customers and internal stakeholders
• Strong writing and summarization skills for technical and business audiences
• Nice to have: BS CS/Engineering or related field

Responsibilities

• Manage high-visibility escalations with cross-functional partners until resolution
• Build out escalation function, processes, standards, and templates
• Use data and metrics to inform operational decisions
• Create data-driven customer recovery plans for escalations and incidents
• Coordinate meetings, deliverables, and trend analysis for reporting

Skills

Executive-level comms

Cross-functional PM

Data-driven incident framework

AI tooling awareness

Education

Bachelor’s in CS/Engineering

Job description

PointClickCare is seeking a Senior Escalation Manager to design and lead a new escalation management function within our remote-first SaaS support team. You’ll combine strategic leadership with hands-on delivery, owning critical escalations and shaping the program from the ground up.

Reporting to the VP of Customer Support, you’ll collaborate across Engineering, Product, CS and Support, and travel to Mississauga or Salt Lake City for onboarding and key events as required.