US- Escalation Manager (Customer Support)

US - Escalation Manager (Customer Support) in the USA

PointClickCare, a leading health tech company serving over 30,000 provider organizations, is seeking a senior-level US - Escalation Manager (Customer Support) to join our team in the USA. In this vital customer service role, you will manage high-level, high-visibility support escalations while building out the escalation management function, processes, standards, and templates across the support organization.

Key Responsibilities and Requirements

• Manage high-impact customer situations by coordinating with engineering, product management, Customer Success, Customer Support, and external partners until resolution.
• Create and execute data-driven customer recovery plans, utilizing metrics and feedback to inform operational decisions and analyze trends.
• 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 collaboration skills.

Salary for this position is market competitive. Depending on whether this role is designated as remote or hybrid, travel expectations may apply for in-office events or team meetings in Mississauga or Salt Lake City, or living within a commutable distance to the specified location.