Senior Escalation Manager – Build SaaS Support Function

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

Senior Escalation Manager – Build SaaS Support Function — Remote

This is a senior individual contributor and builder role — a rare combination that offers both strategic influence and hands‑on ownership. You won't just manage escalations; you'll design the entire escalation management function from the ground up, which is a significant career accelerator for someone aiming toward Director‑level support leadership.

Compensation Context

No salary is listed, but for a Senior Escalation Manager / Principal role in Canadian health tech SaaS with 8+ years required, typical ranges run CAD $100,000–$140,000 base annually. PointClickCare's scale (30,000+ providers) and private equity backing suggest competitive mid‑to‑upper‑band offers.

Skills You’ll Build

• Executive-level stakeholder communication — directly applicable to VP/Director roles
• Cross‑functional program management (Engineering, Product, CS, Support)
• Data‑driven incident and escalation frameworks in a high‑growth SaaS environment
• AI‑integrated workflows — PointClickCare actively invests in AI tooling for employees

Green Flags

Reporting to the VP of Customer Support signals high visibility. The "builder" mandate means your work will leave a lasting organizational imprint. Forbes recognition and a strong culture rating on Glassdoor suggest genuine investment in employees.

Watch Out For

Escalation management roles can be high‑stress with on‑call expectations. The 8+ year minimum is firm — this isn't an entry path into support leadership. Candidates without SaaS‑specific escalation experience may find the cross‑functional pace demanding.

Travel to Office Expectations

• Remote Roles: There will be in‑office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but are not limited to, onboarding, team events, semi‑annual and annual team meetings.
• Hybrid Roles: There will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but are not limited to, weekly/bi‑weekly/monthly events in the office with your specific team. This is a requirement for this role.

Job Summary

The Escalation Manager will be responsible for coordinating efforts to resolve escalated customer issues, typically related to high‑impact customer situations. They will work with multiple internal teams (Engineering, Product Management, Customer Success Engineering, and Support) and external partners to effectively resolve these customer‑impacting situations. This role requires a builder who can both act as the escalation manager while building out the function within our support team. This position reports into the VP, Customer Support.

Key Duties and Responsibilities

• Manage high‑level, high‑visibility support escalations in partnership with Engineering, Product Management, Customer Success, Customer Support, and Customers until resolution.
• Build out the escalation management function, processes, standards, and templates across the support organization.
• Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management.
• Create and execute data‑driven customer recovery plans for every escalation and incident that is addressed.
• Utilize business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes.

Skills and Qualifications

• A minimum of 8+ years of experience in customer support with specific experience and expertise in escalation management is required.
• Experience building the escalation management function within a SaaS software environment including cross‑functional deliverables and outcomes.
• Experience working cross‑functionally with support, engineering, product management, customer success, and directly with customers to drive successful outcomes.
• Ability to communicate effectively at an executive level with customers and internal stakeholders.
• Excellent contextual interpretation and writing skills, as well as the ability to effectively summarize and communicate to both technical and business audiences.
• Bachelor's Degree in Computer Science or Computer Engineering, or related Engineering field (nice to have).

PointClickCare Benefits & Perks

• Benefits starting from Day 1
• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition … and more!

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [e-mail] should you require any accommodations.

As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment. When you apply for a position, your information is processed and stored with Lever, in accordance with Lever's Privacy Policy. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare's human resources team: [e-mail]

PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

Is this Escalation Manager role fully remote or hybrid? The role can be remote, but all remote employees are required to travel periodically to PointClickCare's Mississauga and/or Salt Lake City offices for onboarding, team events, and semi‑annual or annual meetings. What countries are eligible to apply for this position? Based on the job posting, this role is open to candidates in Canada. The posting is tagged specifically for Canada and references Canadian office locations and culture awards. What level of experience is required for this role? A minimum of 8 years of experience in customer support, with specific expertise in escalation management within a SaaS software environment, is required. What does the "builder" aspect of this role involve? Beyond managing individual escalations, the successful candidate will design and build the escalation management function from scratch — including processes, standards, and templates across the support organization. Is a computer science degree required for this position? A Bachelor's Degree in Computer Science, Computer Engineering, or a related engineering field is listed as "nice to have" rather than a strict requirement.

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