pointclickcare - US- Escalation Manager (Customer Support)
Requirements
• 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) • PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.
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.
Benefits
• Retirement Plan Matching • Flexible Paid Time Off • Wellness Support Programs and Resources • Parental & Caregiver Leaves • Fertility & Adoption Support • Continuous Development Support Program • Employee Assistance Program • Allyship and Inclusion Communities • Employee Recognition … and more! • It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.
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