美国-客户支持经理（老年护理）
US -Manager, Customer Support (Senior Care)
在PointClickCare，我们的使命很简单：帮助医护人员提供卓越的护理。这一切始于我们的员工。作为一家由创始人领导并私有化的健康科技公司，我们赋能员工突破界限、创新并塑造医疗保健的未来。
我们拥有最大的长期和后急性护理数据集，并与400多家集成合作伙伴共同打造了市场平台，我们的平台服务于超过30,000家医疗机构，真正改变了数百万人的生活。我们还将相当大比例的收入重新投入研发，确保员工拥有创新所需的资源，创造持久的影响。我们被Forbes评为顶级私营云公司，并被评为加拿大最受钦佩的企业文化之一，我们提供灵活性、成长机会和有意义的工作。
在PointClickCare，我们赋能员工成为更智能医疗保健未来的建筑师；一个以人类为中心、由人工智能加速实现有意义且持久变革的未来。员工利用人工智能作为创造力、生产力和深思熟虑决策的催化剂。通过将人工智能工具整合到日常工作中，协作得到增强，结果得到改善，每位团队成员都能具备充分发挥影响力的能力。这一切从我们的招聘实践开始，我们寻找能够补充我们使命的人工智能专业知识，并持续投资于培训和发展，以在整个员工旅程中培养创新。
加入我们，重新定义医疗保健——让它不仅生存，而是蓬勃发展。要了解更多关于PointClickCare的信息，请查看Life at PointClickCare，并在Glassdoor和LinkedIn上与我们联系。
**前往办公室的期望**
对于远程职位：如果该职位是远程的，将需要参加一些需要往返多伦多和/或盐湖城办公室的现场活动。这些包括但不限于入职培训、团队活动、半年度和年度团队会议。
对于混合职位：如果该职位是混合的，将要求居住在职位描述中指定的办公室/地点的通勤距离内。这包括但不限于每周/每两周/每月与特定团队在办公室举行的活动。这是该职位的要求。
职位摘要：
客户支持经理将带领并激励一支以客户为中心的解决方案分析师团队，提供世界级的客户服务体验。您具有创业精神、充满活力，
查看英文原文
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.
**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 recruitment@pointclickcare.com 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.
When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: recruitment@pointclickcare.com
PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.