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Pointclickcare

Canada- Escalation Manager (Customer Support)

Pointclickcare · Remote or Mississauga

Posted about 3 months ago

or apply directly on Pointclickcare's site. We never take the application ourselves.

Is this posting real?

This role has been open
79 days
Pointclickcare's roles stay open a median of 80 days
Reposted
No
Salary listed
No
19% of Pointclickcare's roles list one
Ghost-job risk at Pointclickcare
high
80 stale, 7 reposted of 80 open
Hiring momentum
140 roles opened in the last 90 days
↑ up vs. the prior 90 days
Last confirmed on the employer's board
2026-10-23

Measured from postings appearing on and disappearing from Pointclickcare's own lever board since 2026-08-04. Full hiring picture for Pointclickcare.

About this role

The Escalation Manager at PointClickCare will coordinate efforts to resolve high-impact customer issues by collaborating with various internal teams and external partners. This role involves managing escalations, building out the escalation management function, and using data to improve incident management processes. The position requires strong communication skills and the ability to create data-driven recovery plans for customer incidents.

Our read on this posting2.8out of 5
benefits
5/5
freshness
1/5
career value
4/5
role clarity
4/5
pay transparency
0/5

Scored from the posting itself — how clearly the role is described, how much it says about pay and benefits, and how recently it was listed. Not a judgement of Pointclickcare as an employer.

What you need

  • 8+ years of experience in customer support with expertise in escalation management
  • Experience building escalation management functions within a SaaS environment
  • Experience working cross-functionally with support, engineering, product management, and customer success
  • Ability to communicate effectively at an executive level
  • Excellent contextual interpretation and writing skills
  • Bachelor's Degree in Computer Science, Computer Engineering, or related Engineering field

What you get

  • Benefits starting from Day 1
  • Retirement Plan Matching
  • Flexible Paid Time Off
  • Wellness Support Programs and Resources
  • Parental & Caregiver Leaves
  • Fertility & Adoption Support

Worth weighing

  • No salary listed
  • Role requires travel for remote positions
  • Experience level may limit opportunities for less experienced candidates

Summarised from Pointclickcare's posting. Read the full original.

Listed by Pointclickcare on their lever job board, last confirmed open on 2026-10-23. PitchMeAI is not the employer.

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