Elevate customer support as the Escalation Manager at PointClickCare, a leading health tech company. Drive creative solutions for high-impact customer situations while collaborating across teams. With over 30,000 provider organizations relying on our expertise, PointClickCare needs an Escalation Manager experienced in resolving customer escalations.

This role is ideal for a builder, responsible for refining escalation management processes while directly engaging with engineering and product management teams. Your expertise will significantly enhance the customer experience through data-driven recovery plans and multi-team coordination. Key Responsibilities:

- Manage high-visibility support escalations to resolution




- Build escalation management processes and standards
- Use data to inform operational decisions
- Create data-driven customer recovery strategies
- Analyze trends for reporting and improvement Requirements:
- 8+ years in customer support, focusing on escalation management
- SaaS experience in building escalation functions
- Cross-functional collaboration skills
- Effective communication with executives
- Bachelor's degree in a relevant field (preferred) Make a meaningful impact in healthcare customer support at PointClickCare.

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