Manager, Customer Support

Summary

Join PointClickCare as a Manager, Customer Support, reporting to the VP Customer Support. Lead and inspire a team of Solutions Analysts to deliver exceptional customer service. Oversee daily operations, provide coaching and mentoring, and ensure effective processes for consistent service quality. Manage projects for process, tools, and systems improvements. This role requires expert cross-functional leadership, focusing on employee and customer experience. The position offers a competitive salary and benefits package, including a performance-based bonus and full-time benefits. PointClickCare is committed to fostering a positive work environment and continuous learning.

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

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

Preferred Qualifications

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

Benefits

• $92,000 - $100,000 a year
• + 10% performance-based bonus
• Fulltime benefits
• 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 … and more!