Lead customer support excellence as an Escalation Manager with PointClickCare, working remotely from Canada. You'll coordinate high-impact escalations alongside key teams to ensure customer satisfaction and resolution.
As an Escalation Manager, you will take charge of resolving complex customer issues in collaboration with various internal and external teams. This role demands extensive experience in customer support and the ability to build and enhance escalation management functions within a SaaS environment. Your expertise will be critical in managing escalations and developing data-driven strategies for successful outcomes.
Key Responsibilities:
• Oversee and manage high visibility support escalations
• Build escalation management processes across support teams




• Analyze data to improve incident management
• Develop customer recovery plans for escalations
• Coordinate deliverables and meetings with stakeholders
Requirements:
• Minimum of 8 years in customer support
• Experience in escalation management within SaaS
• Robust cross-functional collaboration skills
• Excellent executive communication abilities
• Bachelor’s Degree in related field
Utilize your skills in customer support and escalation management to create impactful solutions at PointClickCare.
#J-18808-Ljbffr

📌 Escalation Manager at PointClickCare (Brampton)
🏢 PointClickCare
📍 Brampton