**Overview**
PointClickCare is seeking a dedicated Customer Support Manager to lead operations for our Acute and Payer teams. As a founder-led health tech innovator serving 30,000+ provider organizations, we're transforming healthcare through AI-enhanced solutions and the industry's largest long-term care dataset. This remote role offers the opportunity to shape exceptional customer experiences while working with our Marketplace of 400+ integrated partners.
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Responsibilities **
• Lead and develop multiple Customer Support Analysts, including managers and individual contributors • Deliver consistent, balanced feedback through comprehensive call and case audits • Drive data-driven decision making by analyzing team performance metrics and customer experience indicators • Implement strategic process improvements and recommend product enhancements based on performance insights • Cultivate an engaging workplace culture that champions continuous learning and professional growth • Partner cross-functionally to enhance Customer Support visibility and streamline departmental workflows • Ensure delivery of best-in-class technical support that aligns with our mission to help providers deliver exceptional care
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Requirements **
• Minimum 3+ years of progressive experience in customer support leadership roles • Natural curiosity with commitment to ongoing professional development • Strong relationship-building skills with ability to establish trust across organizational levels • Metrics-focused mindset with proven problem-solving capabilities •
Experience coaching and mentoring support teams to achieve operational excellence • Ability to thrive in a remote work environment while maintaining team cohesion
Join our mission to architect a smarter, human-first healthcare future enhanced by AI innovation. Work remotely from an approved Canadian location with a Forbes-recognized top private cloud company honored as one of Canada's Most Admired Corporate Cultures.
Monday to Friday, 9 AM – 5 PM (full-time)
Submit your application directly to We Work Remotely.
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