Escalation Manager (Customer Support)
P
PointClickCareHealth Tech
Remote - USFull-TimeManager
Salary95,000 - 105,000 USD per year
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Job Details
- Experience
- 8+ years of experience in customer support
- Required Skills
- Data AnalysisCross-functional Team LeadershipCustomer SuccessSaaSCustomer support
Requirements
- 8+ years of experience in customer support with specific expertise in escalation management.
- Experience building the escalation management function within a SaaS software environment.
- Proven ability to work cross-functionally with Engineering, Product Management, and Customer Success.
- Strong communication skills with experience presenting to executive-level internal and external stakeholders.
- Excellent contextual interpretation and technical/business writing skills.
- Ability to summarize complex technical issues for non-technical audiences.
- Bachelor's degree in Computer Science, Computer Engineering, or a related field (nice to have).
Responsibilities
- Manage high-level, high-visibility support escalations by partnering with Engineering, Product Management, Customer Success, and Customer Support.
- Build out the escalation management function, including processes, standards, and templates.
- Use data and metrics to inform operational decisions that improve incident and escalation management.
- Create and execute data-driven customer recovery plans for every escalation and incident.
- Analyze trends and patterns in customer issues for executive reporting.
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