US -Manager, Customer Support (Senior Care)

About the Company

At PointClickCare, our mission is simple: to help providers deliver exceptional care. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.

Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. We uncover AI expertise through our hiring practices and continue to invest in training and development to nurture innovation throughout the employee journey.

Travel to Office Expectations

• For Remote Roles: In-office events will require travel to and from the Mississauga and/or Salt Lake City office. These include onboarding, team events, and semi-annual or annual team meetings.
• For Hybrid Roles: Residency within commutable distance to the specified office location is required. This includes weekly, bi-weekly, or monthly in-office events with your team.

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 supports continuous learning.
• Serves as point of escalation for high-impact customer issues.
• Collaborates with Customer Support Manager peers and cross-functionally within the Customer Success organization to address customer concerns.
• Acts 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.
• Mentors, motivates, coaches, and leads teams to ensure customer satisfaction (e.g., Customer Satisfaction, Customer Effort).
• Establishes best practices and maintains quality control.
• Provides support on special projects (e.g., Knowledge Base, Integrations).
• Hires, trains, and delivers performance reviews.

Requirements

• Exposure to AI tools and a desire to leverage them to enhance work content and user experience.
• 4+ years of business experience in a Customer Support environment, with 3+ years in Management or Leadership.
• Post-Secondary Degree or Diploma.
• Ability to manage in a fast-paced environment.
• Clear communication skills in verbal and written formats.
• Demonstrated ability to drive team results through coaching, developing, and mentoring.
• Identifies potential risks to success and communicates/action them.
• Develops, coaches, reinforces, and manages operational standards, policies, and procedures.
• Monitors and improves team performance through leadership, coaching, and performance management.
• Strong team player with a great attitude and work ethic.

Bonus Skills

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

Benefits

• 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.

Pay

The US base salary range for this position is $90,000 - $105,000, plus full-time benefits. Individual compensation is determined by job-related skills, relevant experience (including professional and lived experience), and work location.