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