# US- Escalation Manager (Customer Support) at PointClickCare

- Company: PointClickCare
- What the company does: Transform care coordination and outcomes with AI-powered healthcare software that improves collaboration, reimbursement, and transitions of care.
- Company website: https://pointclickcare.com
- Type: Startups
- Level: Senior
- Location: Remote - US
- Work setup: Remote
- Pay: $95K to $105K base salary per year (USD)
- Posted: 2026-07-30
- Apply by: 2026-10-08
- Apply: https://jobs.lever.co/pointclickcare/d3c03840-66fc-4749-ac4f-ec77c8a82ac4
- Page: https://www.1752.vc/careers/jobs/pointclickcare-us-escalation-manager-customer-support/

## 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)

Tags: Customer Operations