Note: The job is a remote job and is open to candidates in USA. PointClickCare is a leading health tech company dedicated to helping providers deliver exceptional care. The Manager, Customer Support will lead a team of Solutions Analysts to ensure a world-class customer service experience while overseeing day-to-day operations, coaching, and implementing process improvements.
Responsibilities
- Provides consistent, balanced and timely feedback on customer support performance as related to call and case audits
- Applies timely performance management standards and processes
- Fosters a positive work environment and consistently supports continuous learning
- Serves as point of escalation for high impact customer issues
- Works in collaboration with Customer Support Manager peers
- Works cross-functionally within Customer Success organization to address customer concerns
- When required, act as liaison to Product, SaaS Ops, and other internal teams regarding issue management (identification, escalation and prioritization)
- Effectively communicates and manages change in operating procedures and processes to ensure staff understanding, retention and appropriate execution
- Responsible for mentoring, motivating, coaching and leading 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 (i.e. Knowledge Base, Integrations, etc.)
- Hire, train and deliver performance reviews
Skills
- Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
- 4+ years of Business experience in a Customer Support environment with 3+ years, with demonstrated Management or Leadership experience
- Post-Secondary Degree or Diploma
- Ability to manage in a fast-paced environment
- Communicates clearly in verbal and written formats
- Demonstrated ability to drive team results through coaching, developing and mentoring
- Identifies potential risks to success are communicated and actioned
- Develop, coach, reinforce and manage operational standards, policies, procedures
- Monitor and improve team performance, providing leadership, coaching and performance management in collaboration
- Great attitude and work ethic. Strong team player
- Experience with or use of M365 Copilot
- Experience with Knowledge-Centered Support (KCS)
- Experience with Work Force Management (WFM) Applications
Benefits
- Benefits starting from Day 1!
- Retirement Plan Matching
- Flexible Paid Time Off
- Wellness Support Programs and Resources
- Parental & Caregiver Leaves
- Fertility & Adoption Support
- Continuous Development Support Program
- Employee Assistance Program
- Allyship and Inclusion Communities
- Employee Recognition … and more!
Company Overview
Company H1B Sponsorship