Become an Escalation Management Expert at PointClickCare, spearheading the resolution of escalated customer issues within a remote, innovative work environment. Drive customer success through strategic collaboration. This influential role requires you to manage critical escalations, ensuring effective solutions in a dynamic SaaS context.

You'll have the prospect to build and refine escalation processes while working closely with diverse teams, making an impactful difference in service delivery. Your leadership in data-driven decision-making will be essential. Key Responsibilities:

- Oversee high visibility customer escalations effectively
- Develop escalation processes, standards, and templates
- Apply data insights to improve incident management
- Formulate comprehensive customer recovery strategies
- Monitor trends and provide strategic reporting

Requirements:

- At least 8 years in customer support with escalation focus
- Experience in SaaS escalation management
- Proven cross-functional collaboration skills
- Strong communication skills for stakeholders
- Bachelor’s in a relevant engineering field preferred

Utilize your expertise to transform healthcare outcomes with PointClickCare.

📌 PointClickCare Escalation Management Expert (Mississauga)
🏢 ApplyMint
📍 Mississauga