Manager, Customer Support (Acute and Payer)

About the Role

The customer support team at Pointclickcare is the frontline of the company's commitment to delivering exceptional care through innovative health technology solutions. As a manager within this team, the successful candidate will play a critical role in ensuring that the support provided to customers is not only responsive but also proactive, anticipating and addressing potential issues before they escalate.

The role of the Manager, Customer Support is also deeply intertwined with the company's mission to empower healthcare providers with the tools and insights they need to deliver outstanding patient care. By ensuring that the customer support team operates at the highest level of efficiency and effectiveness, this manager contributes directly to Pointclickcare's goal of redefining healthcare so it thrives.

What You Will Do

• Oversee the day-to-day operations of the customer support team, including managing workflows, prioritizing tasks, and ensuring that all customer inquiries are addressed promptly and professionally.
• Provide coaching and mentoring to support team members, helping them develop the skills and knowledge needed to provide exceptional technical support.
• Develop and implement processes and procedures that enhance the efficiency and effectiveness of the customer support team, leveraging metrics and feedback to inform decision-making.
• Collaborate with other departments, such as sales and product development, to ensure a cohesive and customer-centric approach to support.
• Analyze customer support data to identify trends, areas for improvement, and opportunities for growth, presenting findings and recommendations to senior management.
• Foster a culture of continuous learning within the support team, encouraging the adoption of new technologies and methodologies that can improve customer outcomes.
• Manage the performance of support team members, including setting goals, conducting regular performance reviews, and providing constructive feedback.
• Ensure that all customer support activities are conducted in compliance with relevant regulatory requirements and company policies.
• Develop and manage budgets related to customer support operations, ensuring cost-effective use of resources.

What We Are Looking For

• A minimum of 3 years of experience in a customer support management role, preferably in a health tech or software as a service (SaaS) environment.
• Proven track record of successfully managing and developing high-performing customer support teams.
• Strong understanding of customer support principles, practices, and technologies, including helpdesk software and CRM systems.
• Experience with Salesforce or similar customer relationship management tools.
• Excellent communication, interpersonal, and leadership skills, with the ability to build strong relationships with customers, team members, and other stakeholders.
• Ability to work in a fast-paced, dynamic environment, prioritizing multiple tasks and managing deadlines.
• Strong analytical and problem-solving skills, with the ability to interpret complex data sets and make informed decisions.
• Experience with AI-driven tools and technologies, and a willingness to learn and adapt to new systems and processes.
• Bachelor's degree in a relevant field, such as business administration, computer science, or healthcare management.

Nice to Have

• Certification in customer support or a related field, such as ITIL or HDI.
• Experience with project management methodologies, such as Agile or Scrum.
• Knowledge of healthcare operations and regulations, particularly in long-term and post-acute care settings.
• Familiarity with data analytics tools and techniques, and the ability to apply data-driven insights to support decision-making.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work remotely and join a diverse, global team.
• Professional development and growth opportunities, including training and education programs.
• Access to the latest technologies and tools, including AI-driven solutions.
• Flexible working hours and a healthy work-life balance.
• Recognition and reward programs for outstanding performance.
• Comprehensive health insurance and wellness programs.
• Generous paid time off and holiday policy.

• Tip: Highlight your experience with Salesforce and other customer relationship management tools in your application, as these skills are highly valued in this role.
• Familiarize yourself with Pointclickcare's products and services, and be prepared to discuss how your skills and experience align with the company's mission and goals.
• When applying, ensure your resume and cover letter are tailored to the customer support management role, emphasizing your leadership, technical, and interpersonal skills.
• Prepare examples of times when you have successfully managed complex customer support issues, and be ready to discuss your approach to problem-solving and conflict resolution.
• Consider creating a portfolio that showcases your achievements in customer support management, including any metrics or data that demonstrate your impact on customer satisfaction and team performance.
• Be prepared to ask insightful questions during the interview process, such as inquiring about the team's dynamics, the biggest challenges facing the customer support team, and opportunities for growth and professional development within the company.
• Research Pointclickcare's culture and values, and be prepared to discuss how your own values and work style align with those of the company.