Vice President, Customer Support

Summary

Join PointClickCare as the Vice President, Customer Support, leading the strategic direction and execution of Customer Support. You will lead a team managing all aspects of the support organization, working cross-functionally with other departments. This role requires 10+ years leading B2B/B2C support organizations with 100+ support analysts and experience in fast-paced, rapidly growing SaaS organizations. You will drive customer loyalty, develop and track KPIs, and optimize technology. The VP will play a critical role in developing a geographically remote support team. PointClickCare offers a competitive salary and a comprehensive benefits package.

Requirements

• 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 geographically 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

Responsibilities

• 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

Preferred Qualifications

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

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