Escalation Manager, SaaS Support & Incident Recovery

Jobicy; United States; Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Benefits from Day 1

Retirement plan matching

Flexible PTO

Wellness programs

Parental & caregiver leaves

Job summary

PointClickCare is seeking an Escalation Manager to coordinate efforts to resolve high‑impact customer issues. You will work with engineering, product management, Customer Success Engineering, and Support to resolve escalations and build the function within the team.

Reporting to the VP, Customer Support, the role requires a leader who can implement processes, templates, and data‑driven recovery plans, and communicate clearly with executives and customers to drive outcomes.

Qualifications

• A minimum of 8+ years of experience in customer support with escalation management.

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 for reporting purposes.

Skills

Escalation management

SaaS experience

Cross-functional collaboration

Executive communication

Technical writing

Education

Bachelor’s Degree in CS/CE or related engineering

Job description

PointClickCare is seeking an Escalation Manager to coordinate efforts to resolve high‑impact customer issues. You will work with engineering, product management, Customer Success Engineering, and Support to resolve escalations and build the function within the team.

Reporting to the VP, Customer Support, the role requires a leader who can implement processes, templates, and data‑driven recovery plans, and communicate clearly with executives and customers to drive outcomes.