# US

**Company:** [PointClickCare](https://hotfix.jobs/companies/pointclickcare)
**Location:** Remote
**Role:** Customer Support
**Salary:** $95k – $105k/yr
**Experience:** 8+ years
**Skills:** escalation management, Customer Support, SaaS, Cross-Functional Collaboration, Incident Management, Data Analysis, Executive Communication
**Posted:** 2026-07-30

> Escalation Manager responsible for coordinating resolution of high-impact customer issues, partnering with engineering, product, and success teams. Build out escalation management function, processes, and data-driven recovery plans in a SaaS environment. Requires 8+ years customer support experience with escalation expertise.

## Job Description

## Key Duties and 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.
- Utilize business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes.

## Skills and Qualifications
- 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)

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