Escalation Manager (Customer Support) PointClickCare

HelpfulRemote; Northern (KY); Hybrid; USD 130,000 - 170,000; Full time

Job summary

HelpfulRemote is seeking an experienced escalation management leader to coordinate high-impact customer issues across engineering, product, CS and support, plus external partners. This remote role reports to the VP of Customer Support and requires a proven track record in SaaS environments.

You will build and codify escalation processes, set standards for the wider support organization, and mentor teams on executive-level communication and clear writing.

Qualifications

• Minimum 8 years of customer support experience with escalation management expertise.
• Experience building an escalation management function in a SaaS environment.
• Strong cross-functional collaboration, executive communication, and writing skills.
• Degree in Computer Science, Computer Engineering, or related field is a plus.
• Must reside in the USA.

Responsibilities

• Coordinate resolution of high-impact escalated customer issues across cross-functional teams.
• Build out the escalation management function with processes and standards for the wider organization.
• Occasional travel to Mississauga and Salt Lake City for onboarding and team events.

Skills

Escalation management

Cross-functional collaboration

Executive-level communication

Clear writing ability

SaaS experience

Education

Bachelor's degree in Computer Science/Computer Engineering or related field

Job description

This role coordinates resolution of high-impact, escalated customer issues by working across engineering, product management, customer success, and support teams, plus external partners. The person will both manage individual escalations directly with customers and build out the escalation management function, including processes and standards, for the wider support organization.

Candidates need at least 8 years of customer support experience with specific expertise in escalation management, ideally having built this function within a SaaS environment. Strong cross-functional collaboration skills, executive-level communication, and clear writing ability are required. A degree in Computer Science, Computer Engineering, or a related field is a nice to have. Must reside in the USA.

This is a remote position reporting to the VP of Customer Support, though occasional travel to company offices in Mississauga and/or Salt Lake City is expected for onboarding and team events.

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