Manager, Customer Support

Employment Type: Full-Time

Position Overview

Reporting to the VP Customer Support, the Manager, Customer Support, will lead and inspire a team of customer-focused Solutions Analysts to deliver a world-class customer service experience. This role requires an entrepreneurial, energetic individual with a passion for delivering amazing experiences. The Manager will oversee the day-to-day operations of the team, provide coaching and mentoring, and ensure effective processes are in place to provide excellent and consistent service quality to our customers. This position also involves acting as a project manager for process, tools, and systems improvements and their implementation within the department. This role requires expert cross-functional leadership competencies, with a keen eye on employee and customer experience to ensure high-quality outcomes.

Key Responsibilities

• Provides consistent, balanced, and timely feedback on customer support performance through call and case audits.
• Applies timely performance management standards and processes.
• Fosters a positive work environment and consistently supports continuous learning.
• Serves as the point of escalation for high-impact customer issues.
• Collaborates with Customer Support Manager peers.
• Works cross-functionally within the Customer Success organization to address customer concerns.
• Acts as a liaison to Product, SaaS Ops, and other internal teams regarding issue management (identification, escalation, and prioritization) when required.
• Effectively communicates and manages change in operating procedures and processes to ensure staff understanding, retention, and appropriate execution.
• Mentors, motivates, coaches, and leads the teams, ensuring customer satisfaction for all clients (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.

Your Key Strengths

• 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-facing role.

Company Information

At PointClickCare, our mission is simple: to help providers deliver exceptional care. We are 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. 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.

Application Instructions

Please refer to the original job posting for specific application instructions.