Manager, Customer Support

Summary

Join PointClickCare as a Manager, Customer Support and oversee the daily operations of the team, providing coaching and mentoring, and ensuring best-in-class technical support. This role requires a metrics-driven approach to problem-solving and building trusting relationships. The position offers flexibility to work remotely or in an office location. Key responsibilities include overseeing Customer Support Analysts, providing performance feedback, managing data/metrics, fostering a positive work environment, and collaborating with other departments. The ideal candidate will have 3+ years of experience in customer support and leadership, experience with PointClickCare or similar SaaS products, and excellent communication skills. PointClickCare offers a competitive salary and benefits package.

Requirements

• 3+ years of experience in a Customer Support environment with 3+ years of Leadership and Management duties
• Experience with PointClickCare products or similar SaaS products
• Post-Secondary Degree or Diploma in Healthcare related field, Business Administration, Technical Services (Not required)
• Flexibility to work through escalations that happen outside normal working hours, Customer care comes first!
• Ability to manage various projects in a fast-paced environment
• Experience with Knowledge-Centered Support (KCS)
• Communicates clearly in verbal and written formats with all levels of the organization and customer b ase
• Experience with and creating reports/dashboards in Salesforce, Jira or other Service Management tools

Responsibilities

• Oversees multiple Customer Support Analysts which may consist of Customer Support Manager(s) and individual contributors
• Provides consistent, balanced and timely feedback on Customer Support performance as related to call and/or case audits
• Responsible for data/metrics to accurately reflect team performance and customer experience and implement process changes or propose product changes to improve these metrics
• Fosters a positive work environment and consistently models and supports continuous learning
• Works in collaboration with other departments to improve visibility of Customer Support metrics and optimize end to end process transitions between departments

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