Manager, Customer Support (acute And Payer) - Remote Eligible

Manager, Customer Support (Acute and Payer)

The Manager, Customer Support role is responsible for overseeing the day-to-day operations of the team, providing coaching and mentoring, and ensuring that operational processes are measurable and enabling best-in-class technical support to our customers. This position requires a natural curiosity to keep growing and learning, a desire to build trusting relationships across the organization, and a metrics-driven approach to problem solving. This position can be remote or work out of an approved PointClickCare office location.

Key Responsibilities:

• Oversees multiple Customer Support Analysts which may consist of Customer Support Manager(s) and individual contributors.
• Provides consistent, balanced and timely feedback on Customer Support performance as related to call and/or case audits.
• Responsible for data/metrics to accurately reflect team performance and customer experience and implement process changes or propose product changes to improve these metrics.
• Fosters a positive work environment and consistently models and supports continuous learning.
• Works in collaboration with other departments to improve visibility of Customer Support metrics and optimize end to end process transitions between departments.

Your Key Strengths:

• 3+ years of experience in a Customer Support environment with 3+ years of Leadership and Management duties.
• Experience with PointClickCare products or similar SaaS products.
• Post-Secondary Degree or Diploma in Healthcare related field, Business Administration, Technical Services (Not required).
• Flexibility to work through escalations that happen outside normal working hours, Customer care comes first!
• Ability to manage various projects in a fast-paced environment.
• Experience with Knowledge-Centered Support (KCS).
• Communicates clearly in verbal and written formats with all levels of the organization and customer.
• Experience with and creating reports/dashboards in Salesforce, Jira or other Service Management tools.

$92,000 - $100,000 a year

US: At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $92,000-$100,000 + 10% performance-based bonus and fulltime benefits. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.

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 recruitment@pointclickcare.com should you require any accommodations.

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