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Canada -Manager, Customer Support (Senior Care)

2 weeks, 1 day ago
Canada
Full-time
Senior
Customer Support
Project and Program Management
Apply Now
PointClickCare

PointClickCare

PointClickCare provides a leading cloud-based healthcare software platform that enables long-term and post-acute care providers to effectively manage the complete lifecycle of resident care while enhancing operational efficiency and improving resident ...

Health Care Providers & Services
1K-5K
Founded 2000
$232M raised
View All Jobs 68

Description

  • Lead and inspire a team of customer-focused Solutions Analysts.
  • Oversee day-to-day support team operations.
  • Provide coaching, mentoring, feedback, and performance management.
  • Serve as the point of escalation for high-impact customer issues.
  • Collaborate with Customer Support peers and cross-functional partners to resolve customer concerns.
  • Act as liaison to Product, SaaS Ops, and other internal teams on issue management and prioritization.
  • Communicate and manage changes to operating procedures and processes.
  • Establish best practices and maintain quality control.
  • Support special projects such as Knowledge Base and integrations.
  • Hire, train, and deliver performance reviews.

Requirements

  • 4+ years of business experience in a customer support environment.
  • 3+ years of management or leadership experience.
  • Post-secondary degree or diploma.
  • Ability to manage in a fast-paced environment.
  • Strong verbal and written communication skills.
  • Demonstrated ability to drive team results through coaching, development, and mentoring.
  • Ability to identify risks and communicate actions needed.
  • Experience developing, coaching, reinforcing, and managing operational standards, policies, and procedures.
  • Experience with AI tools and a desire to use them to improve work and user experience.
  • Preferred: experience with M365 Copilot, Knowledge-Centered Support (KCS), or Workforce Management (WFM) applications.

Benefits

  • Benefits starting from day 1.
  • Retirement plan matching.
  • Flexible paid time off.
  • Wellness support programs and resources.
  • Parental and caregiver leaves.
  • Fertility and adoption support.
  • Continuous development support program.
  • Employee Assistance Program.

Interested in this position?

Apply directly on the company website

Apply Now

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