Are you the kind of person who naturally steps up when things get complicated? We are looking for a dedicated Escalation Manager to join our customer support team at PointClickCare. You will play a vital role in turning challenging situations into wins for healthcare providers who rely on our platform every single day. This is a fully remote, worldwide opportunity, meaning you can bring your expertise to our mission from wherever you work best.

Overview

At PointClickCare, our mission is simple: to help providers deliver exceptional care. Recognized by Forbes as a top private cloud company and honored as one of Canada's Most Admired Corporate Cultures, we offer a dynamic environment where you can truly make a difference. As our new Escalation Manager, you will serve as the critical bridge between our frustrated customers and our internal technical teams, guiding high-stakes issues toward swift and satisfying resolutions.

Key Responsibilities

Manage and resolve high-priority customer escalations with empathy, speed, and clear communication.
Partner closely with product, engineering, and client success teams to identify root causes of recurring technical friction.
Develop proactive strategies and playbooks to minimize future customer friction points.
Maintain calm and professional composure while steering complex, multi-layered problem-solving sessions.
Leverage modern AI tools and internal databases to accelerate issue tracking and thoughtful decision-making.

Requirements

Proven background in customer support management, specifically handling escalated accounts in a tech or SaaS environment.
Exceptional problem-solving abilities paired with outstanding written and verbal communication skills.
Familiarity with healthcare technology or long-term care datasets is a wonderful bonus.
A proactive mindset and a genuine passion for putting human-first support at the center of everything you do.

What You'll Gain

Joining us means stepping into a culture that genuinely values flexibility, continuous learning, and meaningful work. We reinvest a significant percentage of our revenue back into research and development, giving you access to cutting-edge AI tools and resources. You will also enjoy ample room for professional growth while knowing your daily efforts directly impact millions of lives.