Escalation Manager (Customer Support) (Healthtech)

TL;DR

Escalation Manager (Customer Support/SaaS): Coordinating efforts to resolve high-impact customer situations by working with engineering and product teams with an accent on building the escalation management function from the ground up. Focus on designing operational standards, analyzing incident trends, and executing data-driven customer recovery plans.

Location: Remote or Mississauga. Must be based in Canada. Remote roles require occasional travel to Mississauga or Salt Lake City for events.

Salary: $100,000 - $110,000 per year

Company

A leading founder-led health tech company providing a comprehensive platform for over 30,000 long-term and post-acute care provider organizations.

What you will do

• Manage high-visibility support escalations in partnership with Engineering, Product Management, Customer Success, and external customers.
• Develop the escalation management function, including the creation of processes, standards, and templates.
• Utilize data, metrics, and feedback to inform operational decisions and improve incident management.
• Create and execute data-driven customer recovery plans for addressed escalations and incidents.
• Coordinate meetings, manage deliverables, and analyze patterns for executive-level reporting.

Requirements

• Must be based in Canada.
• 8+ years of experience in customer support with specific expertise in escalation management.
• Proven experience building escalation functions within a SaaS software environment.
• Experience driving outcomes cross-functionally with support, engineering, and product teams.
• Ability to communicate effectively at an executive level with internal and external stakeholders.
• Excellent contextual interpretation and technical writing skills.

Nice to have

• Bachelor's Degree in Computer Science, Computer Engineering, or a related Engineering field.

Culture & Benefits

• Comprehensive benefits package starting from Day 1.
• Retirement plan matching and flexible Paid Time Off.
• Wellness support programs and resources.
• Parental, caregiver, fertility, and adoption support.
• Continuous development support program and employee assistance.
• Inclusive environment with dedicated allyship and inclusion communities.