US -Manager, Customer Support (Senior Care)

Socket.dev; United States; On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Benefits starting from Day 1

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs

Parental & Caregiver Leaves

Fertility & Adoption Support

Continuous Development Support Program

Employee Assistance Program

Allyship and Inclusion Communities

Job summary

PointClickCare is seeking a Manager, Customer Support, to lead a team of solutions analysts delivering world-class customer service. You will oversee daily operations, coach staff, and implement processes to ensure consistent service quality.

You will manage cross-functional collaboration with Product, SaaS Ops, and other teams, acting as a liaison as needed. The role requires entrepreneurial energy and a passion for customer experiences, reporting to the Senior Director, Customer Support.

Qualifications

• Exposure to AI tools and a desire to leverage them to enhance work content and user experience.
• 4+ years of business experience in a customer support environment with 3+ years in management or leadership roles.
• Post-secondary degree or diploma required.
• Proven ability to communicate clearly in written and spoken formats.

Responsibilities

• Provide consistent, timely feedback on customer support performance through audits.
• Lead, coach and mentor the team to deliver world-class customer service.
• Escalate high-impact customer issues and coordinate with cross-functional teams.
• Drive process, tools and system improvements within the department.

Skills

Exposure to AI tools

Management experience

Post-secondary degree

Clear communicator

Education

Post-Secondary Degree or Diploma

Tools

M365 Copilot

Knowledge-Centered Support (KCS)

Work Force Management (WFM)

Job description

Travel to Office expectations

For Remote Roles

If this role is remote, there will be in‑office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.

For Hybrid Roles

If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

Job Summary

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.

Your Key Strengths

• 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

Corp D- L1

#US

#LI-MG1

#LI-Remote

PointClickCare Benefits & Perks

• 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!

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [e-mail] should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.

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