Senior Escalation Manager – Build SaaS Support Function — Remote This is a

senior individual contributor and builder role

— a rare combination that offers both strategic influence and hands‑on ownership. You won't just manage escalations; you'll design the entire escalation management function from the ground up, which is a significant career accelerator for someone aiming toward Director‑level support leadership.

Compensation Context No salary is listed, but for a Senior Escalation Manager / Principal role in Canadian health tech SaaS with 8+ years required, typical ranges run CAD $100,000–$140,000 base annually. PointClickCare's scale (30,000+ providers) and private equity backing suggest competitive mid‑to‑upper‑band offers.

Skills You’ll Build

Executive-level stakeholder communication — directly applicable to VP/Director roles

Cross‑functional program management (Engineering, Product, CS, Support)

Data‑driven incident and escalation frameworks in a high‑growth SaaS workplace

AI‑integrated workflows — PointClickCare actively invests in AI tooling for employees

Green Flags Reporting to the VP of Customer Support signals high visibility. The "builder" mandate means your work will leave a lasting organizational imprint. Forbes recognition and a strong culture rating on Glassdoor suggest genuine investment in employees.

Watch Out For Escalation management roles can be high‑stress with on‑call expectations. The 8+ year minimum is firm — this isn't an entry path into support leadership. Candidates without SaaS‑specific escalation experience may find the cross‑functional pace demanding.

Travel to Office Expectations

Remote Roles:





There will be in‑office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but are not limited to, onboarding, team events, semi‑annual and annual team meetings.

Hybrid Roles:

There will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but are not limited to, weekly/bi‑weekly/monthly events in the office with your specific team. This is a requirement for this role.

Job Summary The Escalation Manager will be responsible for coordinating efforts to resolve escalated customer issues, typically related to high‑impact customer situations. They will work with multiple internal teams (Engineering, Product Management, Customer Success Engineering, and Support) and external partners to effectively resolve these customer‑impacting situations. This role requires a builder who can both act as the escalation manager while building out the function within our support team. This position reports into the VP, Customer Support.

Key Duties and Responsibilities

Manage high‑level, high‑visibility support escalations in partnership with Engineering, Product Management, Customer Success, Customer Support, and Customers until resolution.

Build out the escalation management function, processes, standards, and templates across the support organization.





Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management.

Create and execute data‑driven customer recovery plans for every escalation and incident that is addressed.

Utilize business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes.

Skills and Qualifications

A minimum of 8+ years of experience in customer support with specific experience and expertise in escalation management is required.

Experience building the escalation management function within a SaaS software environment including cross‑functional deliverables and outcomes.

Experience working cross‑functionally with support, engineering, product management, customer success, and directly with customers to drive successful outcomes.

Ability to communicate effectively at an executive level with customers and internal stakeholders.

Excellent contextual interpretation and writing skills, as well as the ability to effectively summarize and communicate to both technical and business audiences.

Bachelor's Degree in Computer Science or Computer Engineering, or related Engineering field (nice to have).

PointClickCare Benefits & Perks

Benefits starting from Day 1

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs and Resources

Parental & Caregiver Leaves

Fertility & Adoption Support

Employee Assistance Program

Allyship and Inclusion Communities

Employee Recognition … and more

It is the policy of PointClickCare to ensure equal employment oppo

📌 Senior Escalation Manager – Build SaaS Support Function (Winnipeg)
🏢 PointClickCare
📍 Winnipeg