Remote opportunity at
PointClickCareUS- Escalation Manager (Customer Support)
PointClickCare is hiring a remote, full-time Escalation Manager within Customer Support. The role reports to the VP, Customer Support and deals with high-impact customer escalations. It…
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About This Role
PointClickCare is hiring a remote, full-time Escalation Manager within Customer Support. The role reports to the VP, Customer Support and deals with high-impact customer escalations. It is a builder's position: the manager handles escalations directly while creating the escalation function for the wider support organization. The employer is a privately held, founder-led health technology company. Its platform is used by more than 30,000 provider organizations and includes a marketplace of…
Job Description
PointClickCare is hiring a remote, full-time Escalation Manager within Customer Support. The role reports to the VP, Customer Support and deals with high-impact customer escalations. It is a builder's position: the manager handles escalations directly while creating the escalation function for the wider support organization.
The employer is a privately held, founder-led health technology company. Its platform is used by more than 30,000 provider organizations and includes a marketplace of over 400 integrated partners.
Day to day, the manager works alongside engineering, product, Customer Success Engineering, Support and outside partners until each issue is resolved. Every escalation and incident receives a data-driven recovery plan for the affected customer. The manager also develops the processes, standards and templates the support team will use, applies metrics and feedback to operational decisions, analyzes trends and reporting, and organizes meetings and deliverables.
The posting seeks someone with at least eight years in customer support, including escalation management, who has set up an escalation function in a SaaS company. The manager must speak with executives and customers, and explain complex issues clearly in writing for both technical and business audiences.
Responsibilities
- Lead high-visibility escalations with engineering, product, Customer Success and customers until resolution
- Set up the escalation function, including processes, standards and templates
- Use metrics and feedback to guide operational and tactical decisions
- Build and run data-driven recovery plans for each incident and escalation
- Organize meetings and deliverables and study trends to inform reporting
Requirements
- At least eight years of customer support experience, with escalation management expertise
- Experience building an escalation function in a SaaS environment, across teams and outcomes
- Experience working across support, engineering, product, customer success and customers to achieve outcomes
- Executive-level communication with customers and internal stakeholders
- Strong writing and summarizing skills for technical and business readers
Qualifications
- Undergraduate degree in computer science, computer engineering or related engineering (a nice-to-have)
Core Skills
Benefits
- Coverage starts on day one
- Retirement savings plan with company matching
- Flexible paid time off
- Wellness programs and resources
- Parental and caregiver leave
- Fertility and adoption assistance
- Ongoing development program
- Employee assistance program
- Communities that support allyship and inclusion
- Employee recognition
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is the role remote?
Yes, the listing is remote.
What experience is needed?
The posting asks for at least eight years of customer support work, including escalation management and experience setting one up in SaaS.
Is a degree needed?
A degree in computing or a related engineering field is a nice-to-have, not a requirement.
What is the salary?
The posting does not specify a salary.
Sample Interview Questions
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