Hiring: US- Escalation Manager (Customer Support) Company: PointClickCare Location: United States Job Posted Time: 2026-09-12 10:21:35 Employment Type: Remote Target Skills & Keywords : AI, SaaS About the job Experience: •8+ years of experience in customer support with specific experience and expertise in escalation management is required. Required Skills: •Reporting into the VP, Customer Support •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. Qualifications: •A minimum of 8+ years of experience in customer support with specific experience and expertise in escalation management is required. •Demonstrated capacity 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) Compensation: •$95,000 - $105,000 / year •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!