Manager, Product Support Leads - Remote

Overview

The Manager, Product Support Leads at PointClickCare is responsible for leading a high-performing team that enhances customer support through data-driven insights and operational improvements.

In Short

• Lead a team focused on data-driven customer support improvements.
• Collaborate across various teams to enhance product and process efficiency.
• Utilize data analytics to identify trends and drive actionable changes.
• Foster a positive work environment that encourages continuous learning.
• Coach and mentor team members to achieve measurable outcomes.
• Create dashboards to reflect team performance and customer experience.
• Engage in problem management and root cause analysis.
• Communicate effectively with stakeholders at all levels.
• Embrace emerging technologies to improve business processes.
• Experience with service management tools like Salesforce and Jira.

Requirements

• 3+ years in a Customer Support environment.
• 1 year of experience in problem management and data analytics.
• Exceptional communication skills.
• Proficiency in data extraction and reporting.
• Experience in creating dashboards for trend analysis.
• Ability to identify root causes of customer experience issues.
• Experience in a customer-facing role.
• Familiarity with emerging technologies.
• Strong collaborative skills.
• Metrics-driven problem-solving approach.

Benefits

• Flexible working environment.
• Growth opportunities within the company.
• Meaningful work that impacts healthcare delivery.
• Access to training and development resources.
• Collaborative team culture.