US -Manager, Customer Support (Senior Care)

Travel to Office expectations For Remote Roles If this role is remote, there will be in‑office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings. For Hybrid Roles If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role. Job Summary Manager, Customer Support, will lead and inspire a team of customer-focused Solutions Analysts to deliver a world-class customer service experience. You are entrepreneurial, energetic, and have a passion for delivering amazing experiences. You will oversee the day-to‑day operations of the team, provide coaching and mentoring, and ensure that effective processes are in place to provide excellent and consistent service quality to our customers. You will be a project manager for process, tools, and systems improvements and the implementation of those changes in the department. This position requires expert cross‑functional leadership competencies, which must be led with a keen eye on employee and customer experience to ensure high quality outcomes. Reporting to the Sr Director, Customer Support Key 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. Your Key Strengths 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. Bonus Skills Experience with or use of M365 Copilot Experience with Knowledge-Centered Support (KCS). Experience with Work Force Management (WFM) Applications Corp D- L1 #US

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#LI-Remote PointClickCare Benefits & Perks 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! It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact View email address on click.appcast.io should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment. When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: View email address on click.appcast.io PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information. #J-18808-Ljbffr Socket.dev