Manager, Customer Support

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. 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. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

For Remote Roles: As this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.

For Hybrid Roles: As this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

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.

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. This position can be remote or work out of an approved PointClickCare office location.

•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

•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.

$92,000 – $100,000 a year