Escalation Manager (Customer Support)

About the role

The Escalation Manager is responsible for coordinating efforts to resolve high-impact customer issues by working with internal teams and external partners. This role requires a builder who will establish the escalation management function, processes, and standards within the support organization. The manager will use data and metrics to drive operational improvements and create recovery plans for customer incidents.

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.

Required skills

• Escalation management
• Customer support
• SaaS
• Cross-functional collaboration
• Executive communication
• Data analysis

Nice to have

• Technical writing

Qualifications

• Bachelor's Degree in Computer Science or Computer Engineering, or related Engineering field

Benefits

• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program

About the Company

PointClickCare is a leading health tech company that is founder-led and privately held, serving over 30,000 provider organizations. Recognized as a top private cloud company, the organization focuses on empowering providers to deliver exceptional care through a platform supported by a large dataset and integrated partners.