Elevate your career with PointClickCare as an Escalation Manager focused on high-impact customer issue resolution. Collaborate with cross-functional teams to drive significant operational improvements in a remote setting.
This senior-level role demands a robust background in customer support, specifically in escalation management. You'll lead the development of this function while working closely with engineering, product management, and customer success teams. Your strategic oversight will improve incidents and enhance customer outcomes.
Key Responsibilities:
• Manage high visibility support escalations across teams
• Build out escalation management processes and standards
• Analyze data to inform tactical operational decisions




• Create customer recovery plans for every incident
• Coordinate communication and analyze trends for reporting
Requirements:
• 8+ years in customer support with escalation management expertise
• Proven experience building functions in SaaS environments
• Strong cross-functional collaboration skills
• Excellent executive-level communication abilities
• Bachelor’s in Computer Science or related field preferred
Leverage your skills to redefine customer support at PointClickCare while impacting healthcare positively.
#J-18808-Ljbffr

📌 Escalation Manager at PointClickCare (Mississauga)
🏢 ApplyMint
📍 Mississauga