Transform care coordination and outcomes with AI-powered healthcare software that improves collaboration, reimbursement, and transitions of care.
About the role
The Escalation Manager, will be responsible for coordinating efforts to resolve escalated customer issues typically related to high impact customer situations. 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.
What they're looking for
- • A minimum of 8+ years of experience in customer support with specific experience and expertise in escalation management is required
- • 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
- • 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)
More about this role
At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. 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.
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. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. 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.
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. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced,...
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