P
Escalation Manager (Customer Support)
PointClickCareEHR for company
MississaugaManager
Dragoneer Investment Group
Hellman & Friedman
JMI Equity
Operations & Strategy
About the role
TL;DR
Manage escalated customer issues and build out the escalation management function.
- •The Escalation Manager will coordinate efforts to resolve escalated customer issues, particularly in high-impact situations.
- •This role involves working with multiple internal teams and external partners to effectively resolve customer-impacting situations.
- •Key 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.
- •Requirements 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)
Required skills
Engineering ManagementProduct ManagementProject Management
Domain expertise
healthtech
Tech stack
Customer ServiceProduct ManagementCustomer Success