Lead the Escalation Management team at PointClickCare, focusing on resolving escalated customer issues while driving innovation. Engage with multiple teams to improve service delivery.

As an Escalation Management Lead, your expertise will guide PointClickCare’s approach to addressing high-impact customer situations. With 8+ years in customer support, you'll refine the processes and standards across our support organization. Your technical and business acumen will be crucial in establishing effective recovery plans and analyzing improvement metrics while working closely with product management and engineering.

Key Responsibilities:
• Manage critical support escalations from start to finish
• Build out the escalation function across support teams




• Leverage data to enhance incident management
• Create comprehensive plans for customer recovery
• Analyze operational trends for continuous improvement

Requirements:
• 8+ years in a relevant customer support role
• Experience in SaaS escalation management
• Capable of cross-team collaboration
• Excellent communication for executive audiences
• Bachelor's degree in related engineering field (optional)

Shape the future of health tech solutions at PointClickCare as an Escalation Management Lead.
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📌 PointClickCare Escalation Management Lead (Ontario)
🏢 PointClickCare
📍 Ontario