Manager, Customer Support – Senior Care

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PointClickCare

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

💰 Secondary Market on 2022-03

Healthcare • Consulting • Healthcare Insurance

PointClickCare is a cloud-based software provider focused on improving care collaboration and financial health in the healthcare industry. The company offers a comprehensive platform that connects care teams with important data, allowing for seamless care transitions and better patient outcomes. By streamlining operations for skilled nursing facilities, senior living communities, and other healthcare providers, PointClickCare helps reduce inefficiencies, manage medication orders, ensure compliance, and improve financial performance. PointClickCare also fosters innovation and quality improvements in healthcare through integrated care coordination and actionable insights across data silos.

📋 Description

• Lead and inspire a team of customer-focused Solutions Analysts to deliver a world-class customer service experience • Oversee day-to-day team operations • Provide coaching and mentoring • Ensure effective processes deliver excellent and consistent service quality • Manage process, tools, and systems improvement projects and their implementation • Provide feedback on customer support performance based on call and case audits • Apply performance management standards and processes • Foster a positive work environment and support continuous learning • Serve as escalation point for high-impact customer issues • Collaborate with Customer Support Manager peers and cross-functionally within Customer Success • Liaise with Product, SaaS Ops, and other internal teams on issue identification, escalation, and prioritization • Communicate and manage changes to operating procedures and processes • Mentor, motivate, coach, and lead teams while ensuring customer satisfaction • Establish best practices and maintain quality control • Support special projects such as Knowledge Base and Integrations • Hire, train, and deliver performance reviews

🎯 Requirements

• Exposure to AI tools and desire to leverage them to enhance work content and user experience • 4+ years of business experience in a Customer Support environment • 3+ years of demonstrated Management or Leadership experience • Post-Secondary Degree or Diploma • Ability to manage in a fast-paced environment • Clear verbal and written communication • Demonstrated ability to drive team results through coaching, developing, and mentoring • Ability to identify potential risks to success and ensure they are communicated and actioned • Ability to develop, coach, reinforce, and manage operational standards, policies, and procedures • Ability to monitor and improve team performance through leadership, coaching, and performance management • Great attitude, work ethic, and strong team-player orientation • 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 & Caregiver Leaves • Fertility & Adoption Support • Continuous Development Support Program • Employee Assistance Program • Allyship and Inclusion Communities • Employee Recognition • Flexible work arrangements • Growth opportunities • Training and development • In-office events including onboarding, team events, and semi-annual and annual team meetings