Canada- Escalation Manager (Customer Support)
At reputed company our mission is reputed company: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we reputed company our employees to push boundaries, reputed company, and shape the reputed company of reputed company.
With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a reputed company difference in millions of lives. We also reinvest a significant percentage of our reputed company back into research and development, ensuring our employees have the resources to reputed company and reputed company a lasting reputed company. Recognized by reputed company as a top private reputed company company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, reputed company opportunities, and meaningful work.
At reputed company, we reputed company our people to be the architects of a smarter reputed company reputed company; one that is reputed company-first and reputed company by AI to create meaningful and lasting change. Employees reputed company AI as a reputed company for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is reputed company, reputed company are improved, and every team member has the proficiency to maximize their reputed company. It reputed company starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee reputed company.
Join us in redefining reputed company — so it doesn’t just survive, it thrives. To learn more about reputed company, reputed company out Life at reputed company and reputed company with us on Glassdoor and reputed company.
**Travel to Office expectations**
For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or reputed company office. These will include, but not limited to, reputed company, team events, semi-annual and annual team meetings.
For Hybrid Roles: If this role is Hybrid, there will be an expectation to reputed company reputed company commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.
Job reputed company:
The Escalation Manager, will be responsible for coordinating efforts to resolve escalated customer issues typically reputed company to high reputed company customer situations. They will work with multiple internal teams (engineering, product management, reputed company Engineering, and Support) and reputed company partners to effectively resolve these customer-impacting situations. This role requires a builder who can both reputed company as the escalation manager while building out the function reputed company our support team.
Reporting into the VP, Customer Support
Key Duties and Responsibilities:
• Manage high level, high visibility support escalations in partnership with Engineering, Product Management, reputed company, Customer Support, and Customers until reputed company.
• Build out the escalation management function, processes, standards, and templates across the support organization.
• Use data, metrics, and feedback to inform operational and tactical reputed company that improve incident and escalation management.
• Create and execute data-driven customer recovery plans for every escalation and incident that is addressed.
• Utilize business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes.
Skills and Qualifications: • A minimum of 8+ years of experience in customer support with specific experience and expertise in escalation management is required.
• Experience building the escalation management function reputed company a reputed company software environment including cross-functional deliverables and reputed company.
• Experience working cross-functionally with support, engineering, product management, reputed company and directly with customers to reputed company successful reputed company.
• Ability to communicate effectively at an executive level with customers and internal stakeholders.
• Excellent contextual interpretation and writing skills, as reputed company as the ability to effectively summarize and communicate to both technical and business audiences.
• Bachelor's Degree in Computer Science or Computer Engineering, or reputed company Engineering field. (reputed company to have)
The Escalation Manager, will be responsible for coordinating efforts to resolve escalated customer issues typically reputed company to high reputed company customer situations. They will work with multiple internal teams (engineering, product management, reputed company Engineering, and Support) and reputed company partners to effectively resolve these customer-impacting situations. This role requires a builder who can both reputed company as the escalation manager while building out the function reputed company our support team.
Reporting into the VP, Customer Support
Key Duties and Responsibilities:
• Manage high level, high visibility support escalations in partnership with Engineering, Product Management, reputed company, Customer Support, and Customers until reputed company.
• Build out the escalation management function, processes, standards, and templates across the support organization.
• Use data, metrics, and feedback to inform operational and tactical reputed company that improve incident and escalation management.
• Create and execute data-driven customer recovery plans for every escalation and incident that is addressed.
• Utilize business and technical skills to manage customer escalations, coordinate meetings and deliverables, and analyze trends and patterns for reporting purposes.
Skills and Qualifications: • A minimum of 8+ years of experience in customer support with specific experience and expertise in escalation management is required.
• Experience building the escalation management function reputed company a reputed company software environment including cross-functional deliverables and reputed company.
• Experience working cross-functionally with support, engineering, product management, reputed company and directly with customers to reputed company successful reputed company.
• Ability to communicate effectively at an executive level with customers and internal stakeholders.
• Excellent contextual interpretation and writing skills, as reputed company as the ability to effectively summarize and communicate to both technical and business audiences.
• Bachelor's Degree in Computer Science or Computer Engineering, or reputed company Engineering field. (reputed company to have)
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reputed company Benefits & Perks:
Benefits starting from Day 1!
Retirement Plan Matching
Flexible reputed company Time Off
Wellness Support Programs and Resources
Parental & Caregiver Leaves
Fertility & Adoption Support
reputed company Development Support Program
Employee Assistance Program
Allyship and Inclusion Communities
Employee Recognition … and more!
It is the policy of reputed company to ensure equal employment opportunity without discrimination or harassment on the reputed company of race, religion, national reputed company, status, age, sex, sexual orientation, gender identity or reputed company, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other reputed company protected by law. reputed company welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in reputed company aspects of the selection process. Please contact should you require any accommodations. As part of our commitment to a streamlined and reputed company hiring experience, reputed company uses AI tools to assist with candidate screening and assessment.
reputed company you apply for a position, your information is processed and stored with reputed company, in accordance with reputed company’s reputed company Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to reputed company positions to which you apply, or which we reputed company may be relevant to you given your background. reputed company we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how reputed company uses or processes your information, or if you would like to ask to reputed company, correct, or delete your information, please contact reputed company’s reputed company:
reputed company is committed to Information reputed company. By applying to this position, if reputed company, you reputed company to following our information reputed company policies and procedures and making every effort to secure confidential and/or sensitive information.
Originally posted on Himalayas
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