Vice President, Customer Support (US)

Pointclickcare-posted about 1 year ago

$220,000 - $245,000/Yr

Full-time • Senior

Remote, OR

1,001-5,000 employees

Professional, Scientific, and Technical Services

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The Vice President of Customer Support at PointClickCare is responsible for leading the strategic direction and execution of the Customer Support organization. This role involves managing a dynamic Support Center that addresses the evolving needs of customers, ensuring high levels of customer satisfaction and loyalty. The VP will work cross-functionally with various departments to enhance the customer experience and will lead a geographically distributed support team.

Lead the vision for Customer Support Management at PointClickCare, ensuring current programs and strategy will scale with growth.
Drive customer loyalty and ensure that our customers are satisfied with support and are realizing measurable value from our products and services.
Display leadership skills to inspire and motivate staff to provide world class experience at all times.
Work cross functionally to promote customer service in adjacent departments that impact Customer Support such as Sales and Customer Success.
Develop and track Customer Support KPIs, and use data to influence and drive visible results.
Drive utilization and optimization of technology and execute on sound business plans for investment in technology.
Establish operational infrastructure to lead initiatives to ensure high CSAT and goals.
Play a critical role in developing a geographically remote support team.

10+ years leading B2B/B2C support organizations with 100+ support analysts.
Experience in fast paced rapidly growing and changing SaaS based organizations.
Strong knowledge of case management and phone system technology, CRM systems, and data analysis platforms.
Background in overseeing training programs for development of IC and managers.
Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal customers.
Proven track record of driving operational improvements and end to end customer experience.
Experience directly hiring and managing a geographical distributed team.
Proven track record of managing SLA's and customer Centric metrics.
Lead by example with a growth mindset, people-first attitude, and strong sense of responsibility.

Understanding of the Health Care sector.
Worked in Organizations 500M+ in revenue.
Led implementation of AI driven tools and processes.

Benefits starting from Day 1!
Retirement Plan Matching
Flexible Paid Time Off
Wellness Support Programs and Resources
Parental & Caregiver Leaves
Fertility & Adoption Support
Continuous Development Support Program
Employee Assistance Program
Allyship and Inclusion Communities
Employee Recognition

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Vice President, Customer Support (US)

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