Customer Support Manager - AI-Driven Team Leadership

Remote; San Francisco (CA); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Benefits starting from Day 1!

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs and Resou r

Job summary

PointClickCare is seeking a Manager, Customer Support to lead a team of Solutions Analysts delivering world-class service. You will oversee daily operations, provide coaching, and drive process improvements across tools and systems.

Reporting to the Sr Director, Customer Support, you will shape customer experiences through cross-functional leadership, mentoring, and performance management in a fast-paced environment.

Qualifications

• Post-Secondary Degree or Diploma.
• 4+ years of Business experience in a Customer Support environment with 3+ years of leadership experience.
• Ability to manage in a fast-paced environment.

Responsibilities

• Provide consistent, balanced and timely feedback on customer support performance.
• Apply timely performance management standards and processes.
• Mentor, coach, and lead teams to deliver high-quality customer service.
• Escalate and coordinate for high-impact customer issues across functions.
• Collaborate with peers within Customer Success and other internal teams.

Skills

AI tools experience

Leadership experience

Customer support

Clear communication

Education

Post-Secondary Degree or Diploma

Tools

M365 Copilot

KCS

WFM applications

Job description

PointClickCare is seeking a Manager, Customer Support to lead a team of Solutions Analysts delivering world-class service. You will oversee daily operations, provide coaching, and drive process improvements across tools and systems.

Reporting to the Sr Director, Customer Support, you will shape customer experiences through cross-functional leadership, mentoring, and performance management in a fast-paced environment.