Escalation Architect: SaaS Support Leader

Jobicy; United States; Hybrid; USD 100,000 - 180,000; Full time

Benefits offered by this job

Benefits starting from Day 1!

Retirement Plan Matching

Flexible PTO

Wellness Support Programs

Parental & Caregiver Leaves

Fertility & Adoption Support

Continuous Development Support

Employee Assistance Program

Allyship and Inclusion Communities

Employee Recognition

Job summary

PointClickCare is seeking an Escalation Manager to coordinate efforts resolving high‑impact customer issues across engineering, product management, Customer Success, and Support. The role builds the escalation function within the support organization and reports to the VP, Customer Support.

You will partner with multiple teams and customers to craft data‑driven recovery plans, driving improvements in incident management and customer outcomes.

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)

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

Escalation management

Cross-functional collaboration

Executive communication

Technical writing

Education

Bachelor's Degree in CS or CE

Job description

PointClickCare is seeking an Escalation Manager to coordinate efforts resolving high‑impact customer issues across engineering, product management, Customer Success, and Support. The role builds the escalation function within the support organization and reports to the VP, Customer Support.

You will partner with multiple teams and customers to craft data‑driven recovery plans, driving improvements in incident management and customer outcomes.