Manager, Customer Support (Acute and Payer)

Headquarters: Remote - US/Canada At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.  At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey. Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn. About the Role:  The Manager, Customer Support role is responsible for overseeing the day-to-day operations of the team, providing coaching and mentoring, and ensuring that operational processes are measurable and enabling best-in-class technical support to our customers. This position requires a natural curiosity to keep growing and learning, a desire to build trusting relationships across the organization, and a metrics-driven approach to problem solving. This position can be remote or work out of an approved PointClickCare office location. Key Responsibilities: •Oversees multiple Customer Support Analysts which may consist of Customer Support Manager(s) and individual contributors.•Provides consistent, balanced and timely feedback on Customer Support performance as related to call and/or case audits•Responsible for data/metrics to accurately reflect team performance and customer experience and implement process changes or propose product changes to improve these metrics.•Fosters a positive work environment and consistently models and supports continuous learning.•Works in collaboration with other departments to improve visibility of Customer Support metrics and optimize end to end process transitions between departments Your Key Strengths: •3+ years of experience in a Customer Support environment with 3+ years of Leadership and Management duties • Experience with PointClickCare products or similar SaaS products•Post-Secondary Degree or Diploma in Healthcare related field, Business Administration, Technical Services (Not required)•Flexibility to work through escalations that happen outside normal working hours, Customer care comes first!•Ability to manage various projects in a fast-paced environment• Experience with Knowledge-Centered Support (KCS).•Communicates clearly in verbal and written formats with all levels of the organization and customer base. •Experience with and creating reports/dashboards in Salesforce, Jira or other Service Management tools. $92,000 - $100,000 a yearUS: At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $92,000-$100,000 + 10% performance-based bonus and fulltime benefits. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process. Corp D- L1 #LI-MG1 #LI-Remote PointClickCare Benefits & Perks: Benefits starting from Day 1!Retirement Plan Matching Flexible Paid Time OffWellness Support Programs and ResourcesParental & Caregiver LeavesFertility & Adoption SupportContinuous Development Support ProgramEmployee Assistance Program Allyship and Inclusion CommunitiesEmployee 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 partners