Canada -Manager, Customer Support

About the role

At PointClickCare, you will own the end-to-end performance and health of a customer support team that directly influences how over 30,000 provider organizations experience our platform. You will leverage your expertise to harness AI as a catalyst for creativity and productivity, ensuring your team uses these tools to enhance decision-making and outcomes. This role requires you to architect smarter workflows by integrating AI into daily operations, thereby driving meaningful and lasting change in healthcare delivery. You will foster an environment where innovation thrives, supported by a founder-led organization that reinvests heavily into research and development. Ultimately, you will empower your people to push boundaries while maintaining a human-first approach to exceptional care.

Key facts

What you'll do

• Orchestrate the day-to-day operations of a high-performing customer support team, ensuring consistent, balanced, and timely feedback aligned with call and case audits.
• Apply performance management standards and processes with precision to maintain quality and compliance across the support organization.
• Foster a positive work environment that champions continuous learning and professional development for every team member.
• Serve as the primary point of escalation for high-impact customer issues, exercising judgment to resolve complex scenarios effectively.
• Collaborate with peer Customer Support Managers to share best practices and align on strategies that enhance the overall customer experience.
• Work cross-functionally within the Customer Success organization to identify, analyze, and address customer concerns before they escalate.
• Act as a liaison to Product, SaaS Ops, and other internal teams to manage issue identification, escalation, and prioritization in a timely manner.
• Effectively communicate and manage changes to operating procedures and processes, ensuring staff understanding, retention, and appropriate execution.
• Mentor, motivate, coach, and lead a team of analysts, focusing on driving team results through coaching, developing, and empowering individuals.
• Establish and maintain best practices and quality control measures to uphold exceptional service standards.
• Provide support on strategic initiatives such as the Knowledge Base and Integrations, contributing to the long-term roadmap of the customer experience.
• Hire, train, and deliver performance reviews, cultivating talent and ensuring the team meets and exceeds customer satisfaction goals.
• Leverage exposure to AI tools to enhance work content and user experience, integrating these technologies into team workflows to boost efficiency.
• Partner with the Senior Director to translate strategic objectives into actionable plans that improve customer outcomes and team proficiency.

Requirements

• Exposure to AI tools and a demonstrated desire to leverage them to enhance work content and user experience.
• A minimum of 4+ years of business experience in a Customer Support environment, with at least 3+ years in a demonstrated Management or Leadership role.
• Possession of a Post-Secondary Degree or Diploma relevant to business, healthcare, or a related field.
• Proven ability to manage effectively in a fast-paced, dynamic environment while maintaining composure under pressure.
• Exceptional verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• A track record of driving team results through coaching, developing, and mentoring staff to achieve high performance.
• Strong risk identification skills, with the ability to communicate potential issues and take proactive action to mitigate them.
• Experience in developing, coaching, reinforcing, and managing operational standards, policies, and procedures.
• The capability to monitor and improve team performance, providing data-driven insights and feedback to ensure quality control.

Practical notes

This role requires travel to the Mississauga and/or Salt Lake City office for mandatory onboarding, team events, and semi-annual and annual team meetings. Remote candidates must be prepared for these in-office requirements. Additionally, hybrid roles require residence within a commutable distance to the specified office, with weekly or bi-weekly in-office expectations. This position is full-time, and successful candidates must align with the structured schedule and travel obligations outlined in the job summary.