About this role.
This role involves managing high-impact customer escalations at PointClickCare, a leading health tech company. The Escalation Manager will coordinate with engineering, product, and customer success teams to resolve critical issues and implement recovery plans. Additionally, the successful candidate will build and standardize the escalation management function, using data-driven approaches to improve incident handling. The ideal candidate has 8+ years of customer support experience, with strong cross-functional collaboration and process-building skills. This is a remote-friendly role with expectations for occasional travel to Mississauga or Salt Lake City.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Escalation Manager position at PointClickCare. With over eight years of customer support experience, including leading complex escalations in a SaaS environment, I have developed the skills to manage high-stakes issues and drive cross-functional resolutions. I am particularly drawn to PointClickCare's mission of using technology to improve healthcare outcomes.
In my previous roles, I have built escalation frameworks and implemented data-driven recovery plans that reduced churn and improved customer satisfaction. I am eager to bring my expertise to your team and contribute to building a best-in-class escalation function.
Sincerely, [Your Name]
Sample interview questions
In my previous role, I handled a critical escalation where a major client was experiencing a system outage affecting their operations. I immediately assembled a cross-functional team including engineering, product, and support, and led daily status meetings. We performed a root cause analysis, implemented a temporary workaround, and communicated transparently with the client. After resolution, I created a recovery plan and conducted a post-mortem to prevent recurrence, which restored the client's trust and preserved the relationship.
I would start by defining clear escalation criteria and a structured workflow, ensuring that all team members understand when and how to escalate. Next, I would establish standard operating procedures and templates for communication, documentation, and reporting. I would also implement a feedback loop to analyze data from past escalations and identify trends, continuously improving the process. Finally, I would train support staff and stakeholders on the new framework to ensure consistency and adoption.
At a previous SaaS company, a customer reported a recurring bug that was affecting their daily operations. I coordinated with engineering to schedule a hotfix and worked with product management to prioritize a permanent solution. I provided detailed logs and user impact data to help the team understand the severity. Through regular syncs and clear documentation, we delivered a fix within the agreed SLA, and I kept the customer informed throughout the process.
I use a combination of severity, customer impact, and business value to prioritize escalations. I track metrics such as time-to-resolution, escalation volume, and root cause categories to identify recurring issues. For example, if data shows a spike in a specific error type, I would proactively alert engineering and initiate preventive measures. I also generate weekly reports for leadership to highlight areas for improvement and measure the effectiveness of our response.
I would first listen to the customer's concerns to fully understand their perspective, then acknowledge any gaps in our service. I would investigate the issue thoroughly and propose alternative solutions or additional steps to address their needs. If necessary, I would escalate internally to gain approval for concessions or accelerated fixes. My goal is to ensure the customer feels heard and valued, and to find a mutually acceptable resolution that rebuilds trust.
At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.**Travel to Office expectations**For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.Job Summary: The Escalation Manager, will be responsible for coordinating efforts to resolve escalated customer issues typically related to high impact customer situations. They will work with multiple internal teams (engineering, product management, Customer Success Engineering, and Support) and external partners to effectively resolve these customer-impacting situations. This role requires a builder who can both act as the escalation manager while building out the function within our support team. Reporting into the VP, Customer Support 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)#Corp-E P4#remote#Canada #MG-Li1PointClickCare Benefits & Perks:Benefits starting from Day 1!Retirement Plan Matching Flexible Paid Time OffWellness Support Programs and ResourcesParental & Caregiver LeavesFertility & Adoption SupportContinuous Development Support ProgramEmployee Assistance Program Allyship and Inclusion CommunitiesEmployee Recognition … and more!It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: recruitment@pointclickcare.com PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.
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