US -Manager, Customer Support (Senior Care)

PointClickCare

7d•$90,000 - $105,000•Hybrid

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 our employees to push boundaries, innovate, and shape the future of healthcare. Our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We reinvest a significant percentage of our revenue into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canadaâ€™s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. We empower our people to be the architects of a smarter healthcare future, one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. This includes 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 journey. 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 Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings. For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within 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 Summary: Manager, Customer Support, will lead and inspire a team of customer-focused Solutions Analysts to deliver a world-class customer service experience. You are entrepreneurial, energetic, and have a passion for delivering amazing experiences. You will oversee the day-to-day operations of the team, provide coaching and mentoring, and ensure that effective processes are in place to provide excellent and consistent service quality to our customers. You will be a project manager for process, tools, and systems improvements and the implementation of those changes in the department. This position requires expert cross-functional leadership competencies, which must be led with a keen eye 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.