Remote Escalation Manager - Customer Support

Bazeta; Northern (KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Benefits starting from Day 1

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support

Job summary

PointClickCare is seeking an experienced Escalation Manager to coordinate high-impact customer issues across Engineering, Product Management, and Customer Success. This senior role demands strategic thinking and cross-functional collaboration to resolve complex escalations and prevent recurrence.

You will build out the escalation framework, define standards, and use data-driven insights to drive improvements in incident response and customer recovery plans.

Qualifications

• 8+ years in customer support with escalation management experience.
• Experience building escalation functions within a SaaS environment.
• Proven ability to work cross-functionally with engineering, product, and customer success.
• Strong executive-level communication and concise writing.

Responsibilities

• Manage high level, high-visibility escalations with multiple teams and customers until resolution.
• Build out the escalation management function, processes, standards, and templates.
• Use data, metrics, and feedback to inform operational decisions and improve incident handling.
• Create and execute data-driven recovery plans for escalations and incidents.

Skills

Escalation management

Cross-functional collaboration

Executive communication

Technical writing

SaaS experience

Education

Bachelor's Degree in CS/CE or related engineering field

Job description

PointClickCare is seeking an experienced Escalation Manager to coordinate high-impact customer issues across Engineering, Product Management, and Customer Success. This senior role demands strategic thinking and cross-functional collaboration to resolve complex escalations and prevent recurrence.

You will build out the escalation framework, define standards, and use data-driven insights to drive improvements in incident response and customer recovery plans.