Join PointClickCare as a Customer Support Escalation Leader, where you will manage pivotal customer escalations within a flexible remote workplace. Innovate the support function as you enhance customer satisfaction.

In this key role, you’ll coordinate efforts to resolve high-impact customer concerns while building out the escalation management framework. Collaborating with internal teams like engineering and product management, you will influence operational success. This position demands your extensive experience to lead effective incident response strategies.

Key Responsibilities:
• Facilitate high visibility escalations in partnership with key teams
• Construct and optimize escalation management processes




• Utilize metrics to guide operational enhancements
• Develop plans for customer recovery during incidents
• Identify trends to improve communication and outcomes

Requirements:
• Minimum 8 years of customer support experience
• Background in SaaS escalation management
• Cross-functional teamwork experience
• Capable of executive-level communication
• Relevant degree in Engineering or similar is a plus

Shape the future of customer service in healthcare at PointClickCare.
#J-18808-Ljbffr

📌 Customer Support Escalation Leader (Ontario)
🏢 ApplyMint
📍 Ontario