[Hiring] Manager, Customer Support @PointClickCare

Role Description

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.

Qualifications

• 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.

Salary

The US base salary range for this position is $90,000 - $105,000 and fulltime benefits.

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 … and more!