Become an Escalation Management Expert at PointClickCare, spearheading the resolution of escalated customer issues within a remote, innovative work setting. 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
Solid communication skills for stakeholders
Bachelor’s in a relevant engineering field preferred
Utilize your expertise to transform healthcare outcomes with PointClickCare.