Canada- Escalation Manager (Customer Support)

About This Opportunity

We are representing a confidential healthcare technology organization seeking an Escalation Manager to join their Customer Support team in Canada. This is a strategic role for someone who can both lead critical escalations and build the escalation management function from the ground up.

In this position, you'll coordinate resolution efforts for high-impact customer situations, partnering with engineering, product, customer success, and support teams. You'll be responsible for creating the processes, standards, and frameworks that define how escalations are managed across the organization.

Responsibilities

• Manage high-visibility support escalations in partnership with cross-functional teams including Engineering, Product Management, Customer Success, and Support until full resolution
• Build out the escalation management function, including processes, standards, and templates across the support organization
• Create and execute data-driven customer recovery plans for every escalation and incident addressed
• Use data, metrics, and feedback to inform operational and tactical decisions that improve incident and escalation management
• Coordinate meetings and deliverables while analyzing trends and patterns for reporting purposes
• Communicate effectively at an executive level with both customers and internal stakeholders

What We're Looking For

• Minimum 8+ years of experience in customer support with specific expertise in escalation management
• Proven experience building an escalation management function within a SaaS software environment, including cross-functional deliverables and outcomes
• Demonstrated success working cross-functionally with support, engineering, product management, customer success, and directly with customers to drive successful outcomes
• Excellent contextual interpretation and writing skills with the ability to effectively summarize and communicate to both technical and business audiences
• Strong executive-level communication skills for both customer and internal stakeholder interactions
• Bachelor's Degree in Computer Science, Computer Engineering, or related Engineering field (nice to have)

How We Work With You

When you apply through Get A Job.ai, our talent team will review your qualifications and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Throughout the process, we'll be your advocate and guide. Please do not contact the client directly—all communication should flow through our recruiting team to ensure the best outcome for your candidacy.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive hiring practices and providing equal employment opportunities to all qualified candidates regardless of race, religion, national origin, age, sex, sexual orientation, gender identity or expression, marital status, disability, veteran status, or any other basis protected by law. We welcome applications from all backgrounds and provide accommodations upon request during the recruitment process.