US- Escalation Manager (Customer Support)

PointClickCare

6d•$95,000 - $105,000•Remote

About The Position

At PointClickCare, our mission is to help providers deliver exceptional care, starting with our people. As a leading, founder-led, and privately held health tech company, we empower our employees to innovate and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of over 400 integrated partners, our platform serves more than 30,000 provider organizations, impacting millions of lives. We reinvest a significant portion of our revenue 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. 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. This includes 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.

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

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.