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 solid 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
Robust 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.

📌 Escalation Manager At Pointclickcare Mississauga
🏢 ApplyMint
📍 Mississauga