About this role.
The Escalation Manager at PointClickCare will coordinate cross-functional teams to resolve high-impact customer escalations and build the escalation management process from scratch. This senior role requires deep customer support experience and a data-driven approach to incident management. The position involves working closely with engineering, product, and customer success teams to ensure effective customer recovery plans. As a builder, the manager will establish standards, templates, and processes while handling high-visibility cases. This is an excellent opportunity for a strategic problem-solver to shape customer support operations in healthcare technology.
Role DNA
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Job Complexity
4/5Pace & Pressure
5/5Autonomy 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 writing to express my interest in the US- Escalation Manager position at PointClickCare. With over eight years of customer support experience and a proven record of resolving high-impact escalations in SaaS environments, I am excited to bring my skills to your mission of transforming healthcare technology. I have successfully built escalation management processes from the ground up, leveraging data and cross-functional collaboration to drive customer recovery. I am eager to contribute to your team and help shape a smarter, human-first healthcare future. Thank you for considering my application.
Sincerely,
Candidate
Sample interview questions
I would first assess each escalation's severity, business impact, and deadline. Using a structured triage system, I'd delegate responsibilities to appropriate team members while ensuring I personally own the most critical cases. I would also communicate transparent expectations to customers and stakeholders, adjusting priorities as new information arises.
In my previous role, I developed a standardized escalation framework by mapping common incident types, defining severity levels, and creating templates for customer communication. I collaborated with support leads and engineering to gain feedback, then rolled out the process with clear ownership and escalation criteria. As a result, resolution time decreased by 30% and stakeholder satisfaction improved.
I regularly analyze escalation trends, root causes, and resolution times to identify patterns and systemic issues. I create dashboards to track KPIs and share insights with cross-functional teams, allowing us to proactively address recurring problems. This data-driven approach ensures we not only resolve the immediate crisis but also prevent future escalations.
An enterprise customer was frustrated with a repeated bug impacting their operations. I took ownership, coordinated a dedicated engineering team, and provided daily updates to the customer. By being transparent, empathetic, and focused on solving the root cause, we restored trust and eventually turned the customer into a reference.
I establish a clear communication channel and define roles for each team. Regular engagement with engineering provides technical constraints and progress updates, while product management helps prioritize fixes aligned with the product roadmap. I facilitate a shared understanding of urgency and impact, ensuring everyone works toward the same resolution plan.
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#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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