Manager, Customer Support - Remote

Overview

The Manager, Customer Support at PointClickCare will lead a team of Solutions Analysts to deliver exceptional customer service, driving improvements in processes and ensuring high-quality outcomes.

In Short

• Lead and inspire a team of customer-focused Solutions Analysts.
• Oversee day-to-day operations and ensure excellent service quality.
• Provide coaching and mentoring to team members.
• Manage performance and provide timely feedback.
• Act as a point of escalation for high-impact customer issues.
• Collaborate with cross-functional teams to address customer concerns.
• Communicate and manage changes in procedures effectively.
• Establish best practices and maintain quality control.
• Support special projects related to customer support.
• Hire, train, and conduct performance reviews for team members.

Requirements

• 4+ years of business experience in a customer support environment.
• 3+ years of demonstrated management or leadership experience.
• Post-Secondary Degree or Diploma.
• Ability to manage in a fast-paced environment.
• Clear communication skills in verbal and written formats.
• Experience in driving team results through coaching and mentoring.
• Ability to identify and communicate potential risks to success.
• Experience in developing and managing operational standards.
• Strong team player with a positive attitude and work ethic.
• Exposure to AI tools and a desire to leverage them in the role.

Benefits

• Flexibility and growth opportunities.
• Meaningful work that makes a difference in healthcare.
• Access to resources for innovation and development.
• Recognition as a top private cloud company.
• Supportive and positive work environment.