Customer Support Manager - Remote

PointClickCare is a leading health technology company dedicated to transforming healthcare delivery through innovative solutions. As a founder-led and privately held organization, we are committed to empowering healthcare providers to deliver exceptional care. Our platform leverages the largest long-term and post-acute care dataset, supported by a Marketplace of over 400 integrated partners, serving more than 30,000 provider organizations worldwide. We prioritize continuous research and development, reinvesting a significant portion of our revenue to enhance our offerings and foster innovation.

About the role

The Manager of Customer Support at PointClickCare will lead and inspire a team of Solutions Analysts dedicated to delivering a world-class customer service experience. This role requires a proactive and entrepreneurial leader who is passionate about customer satisfaction and operational excellence. You will oversee daily team operations, provide coaching and mentorship, and implement effective processes to ensure consistent service quality. As a key project manager, you will drive initiatives related to process improvements, tools, and system enhancements, collaborating cross-functionally with Product, SaaS Operations, and other internal teams to resolve customer issues efficiently. The role demands a focus on employee engagement, customer experience, and continuous improvement, with an emphasis on leveraging AI tools and innovative solutions to enhance team performance and client satisfaction. Reporting directly to the Sr. Director of Customer Support, you will play a vital role in shaping the department’s success and fostering a positive, high-performing work environment.

Qualifications

• Post-Secondary Degree or Diploma
• 4+ years of experience in a Customer Support environment
• 3+ years of demonstrated management or leadership experience
• Strong understanding of customer service metrics and performance management
• Experience with process improvement and project management
• Excellent verbal and written communication skills
• Ability to manage in a fast-paced environment
• Proficiency with AI tools and a desire to leverage them for enhanced work outcomes
• Ability to develop, coach, and motivate teams effectively
• Strong problem-solving and risk management skills
• Experience with operational standards, policies, and procedures

Responsibilities

• Provide consistent, balanced, and timely feedback on team performance through call and case audits
• Implement and enforce performance management standards and processes
• Foster a positive work environment that supports continuous learning and development
• Serve as the escalation point for high-impact customer issues
• Collaborate with peer managers within the Customer Support organization to align strategies and initiatives
• Work cross-functionally with Product, SaaS Operations, and other teams to address and resolve customer concerns
• Communicate and manage changes to operating procedures and processes to ensure team understanding and compliance
• Mentor, motivate, and coach team members to achieve high levels of customer satisfaction
• Establish and maintain best practices for quality control and service delivery
• Support special projects such as Knowledge Base development and system integrations
• Hire, onboard, and conduct performance reviews for team members
• Monitor team performance metrics and implement strategies for continuous improvement

Benefits

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