Remote opportunity at
PointClickCareUS -Manager, Customer Support (Senior Care)
PointClickCare is hiring a remote, full-time Manager of Customer Support for its senior care customers. The manager reports to the Senior Director, Customer Support and leads…
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About This Role
PointClickCare is hiring a remote, full-time Manager of Customer Support for its senior care customers. The manager reports to the Senior Director, Customer Support and leads a group of Solutions Analysts. The role covers daily operations, coaching, mentorship and service quality, and it also leads projects that improve support processes, tools and systems. The employer is a privately held, founder-led health technology company. Its platform is used by more than…
Job Description
PointClickCare is hiring a remote, full-time Manager of Customer Support for its senior care customers. The manager reports to the Senior Director, Customer Support and leads a group of Solutions Analysts. The role covers daily operations, coaching, mentorship and service quality, and it also leads projects that improve support processes, tools and systems.
The employer is a privately held, founder-led health technology company. Its platform is used by more than 30,000 provider organizations and includes a marketplace of over 400 integrated partners.
The manager gives balanced, timely feedback drawn from call and case audits, applies performance management, and handles hiring, training and performance reviews. The manager is the escalation point for high-impact customer issues and coordinates with Product, SaaS Operations and other internal teams on issue management. The role also rolls out changes to operating procedures so staff understand and follow them, and it tracks customer satisfaction and customer effort.
The posting looks for a people-focused leader with several years in customer support, including management experience, who can coach, set standards and maintain quality. Strong written and verbal communication is required. Comfort with AI tools, and an interest in using them to improve work, is listed as a strength.
Responsibilities
- Lead and coach Solutions Analysts to deliver consistent, high-quality service
- Give balanced, timely feedback drawn from call and case audits
- Apply performance management and run hiring, training and reviews
- Serve as the escalation point for issues with high customer impact
- Work with Product, SaaS Operations and other teams on issue handling and prioritization
- Introduce changes to procedures so the team understands and follows them
- Set best practices, uphold quality controls and support projects such as the knowledge base and integrations
Requirements
- At least four years in customer support, with three or more of those years in management or leadership
- Post-secondary degree or diploma
- Proven ability to lift team results through coaching, development and mentoring
- Work well in a fast-moving setting and communicate clearly in writing and speech
- Experience creating and enforcing operating standards, policies and procedures
- Interest in AI tools and in using them to sharpen work
Qualifications
- Familiarity with M365 Copilot
- Knowledge of Knowledge-Centered Support (KCS) methods
- Experience with workforce management (WFM) software
Core Skills
Benefits
- Coverage starts on day one
- Retirement savings plan with company matching
- Flexible paid time off
- Wellness programs and resources
- Parental and caregiver leave
- Fertility and adoption assistance
- Ongoing development program
- Employee assistance program
- Communities that support allyship and inclusion
- Employee recognition
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is the role remote?
Yes, the listing is remote.
What experience is needed?
The posting asks for at least four years of customer support work, including three or more years in management or leadership.
Is a degree needed?
A post-secondary degree or diploma is listed as a requirement.
What is the salary?
The posting does not specify a salary.
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