Description
PointClickCare is hiring a remote Escalation Manager to coordinate high-visibility customer escalations involving engineering, product management, customer success, support, and customers until resolution. The role will build the escalation management function, establish processes and standards, use data and metrics to improve incident management, and create customer recovery plans. It requires at least eight years of customer support experience, escalation management expertise, SaaS cross-functional experience, executive communication skills, and a bachelor's degree in computer science, computer engineering, or a related engineering field. The US base salary range is $95,000 to $105,000 with full-time benefits.
