US Escalation Manager (Customer Support)

Are you a natural problem-solver, someone who thrives on turning challenging situations into positive outcomes for customers? We are actively seeking an exceptional individual to join PointClickCare as our US Escalation Manager in Customer Support. This role is perfect for a compassionate leader who can navigate complex technical issues with grace, ensuring our healthcare providers continue to deliver outstanding care. Imagine making a tangible difference every single day, working with a passionate team dedicated to revolutionizing long-term and post-acute care through innovation. This fully remote position within the United States is part of a company that truly offers worldwide opportunities and impact, giving you the flexibility to contribute your expertise from anywhere in the country.

Overview

PointClickCare stands at the forefront of health tech, empowering providers to deliver exceptional care. Our mission is simple and powerful: we positively impact millions of lives. As an Escalation Manager, you will play a critical role in upholding our commitment to customer satisfaction. This is a pivotal opportunity for a professional who excels at resolving high-priority issues, fostering strong customer relationships, and contributing to process improvements. This fully remote position within the United States offers you the chance to make a real difference in healthcare.

Key Responsibilities

Take ownership of high-priority customer issues, managing the entire escalation lifecycle from initial contact to successful resolution.
Communicate proactively and clearly with customers, providing timely updates, setting appropriate expectations, and rebuilding trust during challenging situations.
Collaborate closely with internal teams, including Product, Engineering, and Sales, to ensure swift diagnosis, resolution, and prevention of recurring problems.
Perform thorough root cause analysis for escalated issues, identifying underlying problems and recommending solutions to improve our products and services.
Develop and implement strategies for de-escalation, turning frustrated customers into satisfied advocates for PointClickCare.
Contribute to the continuous improvement of our support processes and tools, enhancing efficiency and overall customer experience.
Document all aspects of escalated cases meticulously, ensuring knowledge is captured and shared across the organization.

Requirements

Proven experience in a customer support or service role, with a significant focus on managing and resolving complex customer escalations.
Exceptional verbal and written communication skills, capable of conveying technical information clearly and empathetically to diverse audiences.
A strong ability to remain calm, composed, and effective under pressure, especially when dealing with urgent or sensitive customer situations.
Demonstrated analytical and problem-solving abilities, with a knack for identifying underlying issues and driving them to resolution.
Familiarity with CRM systems and support ticketing tools.
Comfortable working autonomously in a fully remote environment, possessing strong self-motivation and organizational skills.
Experience within the healthcare technology sector is a definite asset, though not strictly required.

What You'll Gain

Impactful Work: Join a company that genuinely makes a difference in millions of lives by empowering healthcare providers.
Innovation at its Core: Work for a leader that reinvests significantly in R&D, leveraging AI to shape the future of healthcare.
Growth and Flexibility: Enjoy opportunities for professional development and a flexible, remote work environment recognized for its admirable culture.
Collaborative Environment: Be part of a founder-led, privately held company where your ideas are valued and you are empowered to push boundaries.
Meaningful Connections: Build strong relationships with a team committed to a human-first approach to technology.