US- Escalation Manager (Customer 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

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey. Join us in redefining healthcare - so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

Remote Roles

If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.

Hybrid Roles

If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

Job Summary

The Escalation Manager, will be responsible for coordinating efforts to resolve escalated customer issues typically related to high impact customer situations. They will work with multiple internal teams (engineering, product management, Customer Success Engineering, and Support) and external partners to effectively resolve these customer-impacting situations. This role requires a builder who can both act as the escalation manager while building out the function within our support team.

Reporting into the VP, Customer Support.

Key Duties And 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 And 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)

#Corp-E P4

#remote

#MG-Li1

PointClickCare Benefits & Perks

Benefits starting from Day 1!

• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition ... and more!

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [e-mail] should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.

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PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

US: At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $95,000 - $105,000 and fulltime benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job- related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.