Manager, Customer Support

Employment Type: Full-Time Salary: $92,000 - $100,000 a year Location Type: Remote or Approved PointClickCare Office Location

Position Overview

At PointClickCare, our mission is to help providers deliver exceptional care, powered by our people. As a leading, founder-led, and privately held health tech company, 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 over 400 integrated partners, our platform serves more than 30,000 provider organizations, impacting millions of lives. We reinvest a significant percentage of our revenue 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, PointClickCare offers flexibility, growth opportunities, and meaningful work. 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, enhancing collaboration and improving outcomes.

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 enable best-in-class technical support to our customers. This position requires natural curiosity, a desire to build trusting relationships, and a metrics-driven approach to problem-solving.

Key Responsibilities

• Oversees multiple Customer Support Analysts, which may consist of Customer Support Managers and individual contributors.
• Provides consistent, balanced, and timely feedback on Customer Support performance related to call and/or case audits.
• Responsible for data/metrics to accurately reflect team performance and customer experience.
• Implements process changes or proposes 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.

Your Key Strengths

• 3+ years of experience in a Customer Support environment.
• 3+ years of Leadership and Management duties.
• Experience with PointClickCare products or similar SaaS products.
• 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.
• Ability to manage various projects in a fast-paced environment.
• Flexibility to work through escalations that happen outside normal working hours, as customer care comes first.

Qualifications (Not Required)

• Post-Secondary Degree or Diploma in a Healthcare-related field, Business Administration, or Technical Services.

Company Information

At PointClickCare, we are redefining healthcare so it doesn’t just survive, it thrives. We invest in our employees, offering a competitive total rewards package that includes a performance-based bonus and comprehensive benefits.

To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.