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.

📌 Pointclickcare Escalation Management Lead Mississauga
🏢 PointClickCare
📍 Mississauga