Escalation Program Lead, SaaS Support

PointClickCare; United States; Hybrid; USD 95,000 - 105,000; Full time

Benefits offered by this job

Retirement Match

Flexible PTO

Wellness Programs

Parental Leaves

Caregiver Leave

Development Support

Employee Assistance

Inclusion Communities

Recognition Programs

Job summary

PointClickCare is seeking an Escalation Manager to coordinate efforts resolving high-impact customer issues. You will collaborate with Engineering, Product, Customer Success, and Support to resolve escalations and build out the function within the team.

Reporting to the VP, Customer Support, the role requires 8+ years in customer support with escalation expertise, strong writing, and executive-level communication skills. A CS/CE background is a bonus.

Qualifications

• 8+ years of experience in customer support with escalation management.
• Experience building escalation management within a SaaS environment with cross-functional deliverables.
• Experience working cross-functionally with support, engineering, product, and customers to drive outcomes.
• Ability to communicate effectively at an executive level with customers and internal stakeholders.
• Strong writing and summarization skills for technical and business audiences.
• Nice to have a BS in CS/CE or related engineering field.

Responsibilities

• Manage high-visibility support escalations with multiple teams until resolution.
• Build the escalation management function, processes, and templates for the support org.
• Use data and metrics to improve incident and escalation management.
• Create data-driven recovery plans for escalations and incidents.
• Coordinate meetings, deliverables, and trend analysis for reporting.

Skills

Escalation management

Cross-functional collaboration

Executive communication

Technical writing

Education

Bachelor's Degree in CS/CE

Job description

PointClickCare is seeking an Escalation Manager to coordinate efforts resolving high-impact customer issues. You will collaborate with Engineering, Product, Customer Success, and Support to resolve escalations and build out the function within the team.

Reporting to the VP, Customer Support, the role requires 8+ years in customer support with escalation expertise, strong writing, and executive-level communication skills. A CS/CE background is a bonus.