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Pointclickcare

US- Escalation Manager (Customer Support)

Pointclickcare · Remote - US

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 will coordinate efforts to resolve high-impact customer issues by collaborating with internal teams such as engineering and product management, as well as external partners. This role involves building out the escalation management function within the support team, managing escalations, creating data-driven recovery plans, and using metrics to inform operational decisions.

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 in 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 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

  • Role requires travel to the office for events even though it is remote
  • The job involves building out a new function which may present challenges
  • No specific salary information provided

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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