Canada- Escalation Manager (Customer Support)

Escalation Manager (Customer Support) in Canada

PointClickCare, a leading health tech company recognized as one of Canada’s Most Admired Corporate Cultures, is seeking a senior-level Escalation Manager (Customer Support) in Canada to join our customer service team. In this role, you will be responsible for coordinating efforts to resolve high-impact customer situations while helping build out the escalation management function from the ground up within our support organization.

Key Responsibilities and Requirements

• Manage high-level, high-visibility support escalations in partnership with engineering, product management, customer success, support, and customers until full resolution.
• Build out the escalation management function, processes, standards, and templates across the support organization.
• Create and execute data-driven customer recovery plans for every addressed escalation and incident using metrics, data, and feedback.
• Bring a minimum of 8+ years of experience in customer support, with specific expertise in escalation management within a SaaS software environment.
• Hold a Bachelor's degree and demonstrate strong cross-functional experience working with support, engineering, product management, and customer success teams.

Salary for this position is market competitive. Depending on whether this position is structured as remote or hybrid, travel to office events in Mississauga or Salt Lake City, or living within a commutable distance to a specified office, may be required. Please consult the official application portal for full details on how to apply.