Canada- Escalation Manager (Customer Support)

PointClickCare•Mississauga, ON

6d•CA$100,000 - CA$110,000•Remote

About The Position

At PointClickCare, our mission is to help providers deliver exceptional care, starting with our people. As a leading health tech company, we empower our employees to push boundaries, innovate, and shape the future of healthcare. With a vast dataset and a Marketplace of integrated partners, our platform serves numerous provider organizations, making a real difference in millions of lives. We reinvest a significant percentage of our revenue into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes and honored as one of Canada's Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. We empower our people to be the architects of a smarter healthcare future, accelerated by AI. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making, enhancing collaboration and improving outcomes. We uncover AI expertise that complements our mission and invest in training and development to nurture innovation. For 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. For 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.

Requirements

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.

Nice To Haves

Bachelor's Degree in Computer Science or Computer Engineering, or related Engineering field.

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.