US- Escalation Manager (Customer Support)

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.

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.

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)

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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 [email protected] 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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