PointClickCare
US- Escalation Manager (Customer Support)
Remote - US
Sponsorship not specified$95k-$105kDetected 1 day ago
RecruitingHRCustomer SuccessCustomer SupportResearchCollaborationWriting
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47Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role80
Entry-level history0
PERM / green-card track0
Lottery odds (Level II)66
Fits your clock70
Sponsors, but it's cap-subject — you still face the weighted lottery (~30% per draw at Level II). Good if you win; have a cap-exempt backup on your list.
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About the role
- The Escalation Manager, will be responsible for coordinating efforts to resolve escalated customer issues typically related to high impact customer situations.
- Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management.
- PointClickCare welcomes and encourages applications from people with disabilities.
Responsibilities
- Build out the escalation management function, processes, standards, and templates across the support organization.
- 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.
- 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.
- Reporting into the VP, Customer Support Key Duties and Responsibilities:
- Reporting into the VP, Customer Support Key Duties and
- to help providers deliver exceptional care.
- With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives.
Requirements
- By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact.
- 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.
Nice to have
- A minimum of 8+ years of experience in customer support with specific experience and expertise in escalation management is required.
- 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)
Compensation
- These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.
Benefits
- Benefits starting from Day 1!
- As a leading health tech company that's founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.
- At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change.
- Join us in redefining healthcare - so it doesn't just survive, it thrives.
Company info
- Recognized by Forbes as a top private cloud company and honored as one of Canada's Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.
- It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.
- As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.
- Manage high level, high visibility support escalations in partnership with Engineering, Product Management, Customer Success, Customer Support, and Customers until resolution.
- PointClickCare our mission is simple:
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This listing is sourced directly from PointClickCare's careers page and normalized into a canonical job model.