Sr. Manager, Customer Support

Remote, USA

Full Time Senior-level / Expert
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PointClickCare
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PointClickCare is the leading North American cloud-based healthcare software for the acute and long-term and post-acute care markets. For over 20 years, the company has held the same vision – to help the world care for vulnerable populations. Since its inception, PointClickCare has grown exponentially with over 1,700 employees today all working towards impacting the lives of millions. Recognized by Forbes as one of the Top 100 Private Cloud Companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Culture, PointClickCare leads the way in creating cloud-based software. With its recent acquisition of Collective Medical, PointClickCare solidifies its position as a high growth healthcare software provider, serving over 21,000 long-term and post-acute care providers and over 1,300 hospitals. Their shared mission to support vulnerable populations is allowing PointClickCare and Collective Medical to connect disparate points of care at scale faster than anyone else in the market.
For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.
Sr. Manager, Customer Support Position Summary: Reporting to the Sr. Director, Customer Support, the Sr. Manager, Customer Support is responsible for supporting a portfolio of Customer Support Teams by providing direct leadership to their Managers, and helping to drive PointClickCare’s vision throughout 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. This position will work out of the head office in Mississauga or Remote home office. Key Responsibilities:·       Supervises multiple Customer Support Managers and Teams.·       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 Managers as high impact customer issues arise.·       Works in collaboration with Customer Support Manager peers.·       Works cross-functionally within Customer Care 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. Requirements and Competencies: - 3+ years of Business experience in a Customer Support environment with 2+ 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.
Nice to have:·       Experience with PointClickCare Financial and Clinical Application (flexible).·       Long-term care experience a plus. ·       Flexibility to work schedule for 24 x 7 in a 365 environment.·       Experience with Knowledge-Centered Support (KCS).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 recruitment@pointclickcare.com should you require any accommodations.
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Job region(s): North America
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