Canada -Manager, Customer Support (Senior Care)

PointClickCare•Mississauga, ON

126d•CA$85,000 - CA$105,000•Remote

About The Position

At PointClickCare, our mission is to help providers deliver exceptional care, starting with our people. As a leading health tech company, we empower employees to innovate and shape the future of healthcare. We serve over 30,000 provider organizations, making a difference in millions of lives. We reinvest significantly in research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes and honored as one of Canada's Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. We empower our people to be architects of a smarter, human-first healthcare future, accelerated by AI. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making, enhancing collaboration and improving outcomes. Our hiring practices uncover AI expertise, and we invest in training and development to nurture innovation. This role requires travel to in-office events for remote positions, including onboarding, team events, and semi-annual/annual meetings. For hybrid roles, residing within commutable distance to the specified office location is required for weekly/bi-weekly/monthly team events. The Manager, Customer Support, will lead and inspire a team of customer-focused Solutions Analysts to deliver world-class customer service. This role requires an entrepreneurial, energetic individual passionate about delivering amazing experiences. The manager will oversee daily operations, provide coaching and mentoring, and ensure effective processes for excellent and consistent service quality. They will also act as a project manager for process, tools, and systems improvements and their implementation within the department. This position demands expert cross-functional leadership competencies, with a focus on employee and customer experience to ensure high-quality outcomes.

Requirements

Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
4+ years of Business experience in a Customer Support environment with 3+ years, with demonstrated Management or Leadership experience.
Post-Secondary Degree or Diploma
Ability to manage in a fast-paced environment.
Communicates clearly in verbal and written formats.
Demonstrated ability to drive team results through coaching, developing and mentoring.
Identifies potential risks to success are communicated and actioned.
Develop, coach, reinforce and manage operational standards, policies, procedures.
Monitor and improve team performance, providing leadership, coaching and performance management in collaboration.
Great attitude and work ethic. Strong team player.

Nice To Haves

Experience with or use of M365 Copilot
Experience with Knowledge-Centered Support (KCS).
Experience with Work Force Management (WFM) Applications

Responsibilities

Provides consistent, balanced and timely feedback on customer support performance as related to call and case audits.
Applies timely performance management standards and processes.
Fosters a positive work environment and consistently supports continuous learning.
Serves as point of escalation for high impact customer issues.
Works in collaboration with Customer Support Manager peers.
Works cross-functionally within Customer Success organization to address customer concerns.
When required, act as liaison to Product, SaaS Ops, and other internal teams regarding issue management (identification, escalation and prioritization).
Effectively communicates and manages change in operating procedures and processes to ensure staff understanding, retention and appropriate execution.
Responsible for mentoring, motivating, coaching and leading the teams, ensuring customer satisfaction for all clients (e.g. Customer Satisfaction, Customer Effort).
Establishes best practices and maintains quality control.
Provides support on special projects (i.e. Knowledge Base, Integrations, etc.).
Hire, train and deliver performance reviews.