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US -Manager, Customer Support (Senior Care)

2 weeks, 1 day ago
United States
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, coach, mentor, and motivate a team of customer support analysts.
  • Oversee day-to-day support team operations and service quality.
  • Provide timely feedback based on call and case audits.
  • Apply performance management standards and processes.
  • Serve as an escalation point for high-impact customer issues.
  • Collaborate with peer managers and cross-functional teams to resolve customer concerns.
  • Act as liaison to Product, SaaS Ops, and other internal teams on issue identification, escalation, and prioritization.
  • Communicate and manage changes to procedures and operating processes.
  • Establish best practices and maintain quality control.
  • Support special projects such as Knowledge Base and integrations.
  • Hire, train, and deliver performance reviews.
  • Drive team performance and customer satisfaction outcomes.

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 effectively in a fast-paced environment.
  • Strong verbal and written communication skills.
  • Demonstrated ability to drive results through coaching, development, and mentoring.
  • Ability to identify risks and communicate/action them appropriately.
  • Experience developing and managing operational standards, policies, and procedures.
  • Experience with AI tools and interest in using them to improve work and user experience.
  • Experience with or use of M365 Copilot (bonus).
  • Experience with Knowledge-Centered Support (KCS) (bonus).
  • Experience with Workforce Management (WFM) applications (bonus).

Benefits

  • Benefits starting from day 1.
  • Retirement plan matching.
  • Flexible paid time off.
  • Wellness support programs and resources.
  • Parental and caregiver leave.
  • 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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