Customer Support Manager
Remote
Remote (US, Canada)
$92,000 - $100,000/yearly
Senior Level
Top Benefits
Competitive Wages and Bonus Program
Comprehensive Benefits
Onsite Cafeteria
About the role
Who you are
- This position requires a natural curiosity to keep growing and learning, a desire to build trusting relationships across the organization, and a metrics-driven approach to problem solving
- 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 base
- Experience with and creating reports/dashboards in Salesforce, Jira or other Service Management tools
What the job involves
- The Manager, Customer Support role is responsible for overseeing the day-to-day operations of the team, providing coaching and mentoring, and ensuring that operational processes are measurable and enabling best-in-class technical support to our customers
- 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
- Competitive Wages and Bonus Program
- Comprehensive Benefits
- Onsite Cafeteria
- Onsite Gym
- RRSP/401K program with employer matching
- Flexible Paid Time Off
- Work From Home Policy
- Maternity & Paternity Top Up
- Training and Development Programs
- Corporate Discounts Program
- Games Room and Employee Lounge
- Onsite Wellness Services (dental, massage, optometry, etc.)
About PointClickCare
Software Development
1001-5000
PointClickCare is a leading healthcare technology platform enabling meaningful collaboration and access to real‐time insights at every stage of the patient healthcare journey. More than 27,000 long‐term and post‐acute care providers, over 3,100 hospitals and health systems, over 3,600 ambulatory clinics, every major U.S. health plan, and over 70 state and government agencies use PointClickCare, enabling care collaboration and value‐based care delivery for millions across North America.
Customer Support Manager
Remote
Remote (US, Canada)
$92,000 - $100,000/yearly
Senior Level
Top Benefits
Competitive Wages and Bonus Program
Comprehensive Benefits
Onsite Cafeteria
About the role
Who you are
- This position requires a natural curiosity to keep growing and learning, a desire to build trusting relationships across the organization, and a metrics-driven approach to problem solving
- 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 base
- Experience with and creating reports/dashboards in Salesforce, Jira or other Service Management tools
What the job involves
- The Manager, Customer Support role is responsible for overseeing the day-to-day operations of the team, providing coaching and mentoring, and ensuring that operational processes are measurable and enabling best-in-class technical support to our customers
- 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
- Competitive Wages and Bonus Program
- Comprehensive Benefits
- Onsite Cafeteria
- Onsite Gym
- RRSP/401K program with employer matching
- Flexible Paid Time Off
- Work From Home Policy
- Maternity & Paternity Top Up
- Training and Development Programs
- Corporate Discounts Program
- Games Room and Employee Lounge
- Onsite Wellness Services (dental, massage, optometry, etc.)
About PointClickCare
Software Development
1001-5000
PointClickCare is a leading healthcare technology platform enabling meaningful collaboration and access to real‐time insights at every stage of the patient healthcare journey. More than 27,000 long‐term and post‐acute care providers, over 3,100 hospitals and health systems, over 3,600 ambulatory clinics, every major U.S. health plan, and over 70 state and government agencies use PointClickCare, enabling care collaboration and value‐based care delivery for millions across North America.