Join PointClickCare as a Customer Support Escalation Manager, delivering exceptional service by driving resolution for critical customer issues. Collaborate with diverse teams to enhance customer experiences.

In this pivotal role, you will lead the escalation management function at PointClickCare, where your 8+ years of experience will shine. Engage with internal departments such as engineering and customer success to ensure timely resolutions for high-impact situations. Your leadership in building effective processes and utilizing data metrics will be essential in improving our service standards.

Key Responsibilities:
• Oversee high-level customer escalations and resolutions
• Develop escalation management templates and processes




• Use metrics to guide operational enhancements
• Formulate customer recovery plans for escalated cases
• Coordinate efforts with engineering and product management

Requirements:
• 8+ years of customer support experience
• Proven track record in escalation management
• Robust cross-functional collaboration skills
• Executive-level communication proficiency
• Desired: Bachelor's degree in a technical discipline

Drive change at PointClickCare and revolutionize customer support escalation management.
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📌 Customer Support Escalation Manager (Ontario)
🏢 PointClickCare
📍 Ontario