Canada -Manager, Customer Support (Senior Care)
Core
Lead and inspire a team of Solutions Analysts to deliver world-class customer service experiences for provider organizations using the PointClickCare platform.
Role type
Senior Customer Support Manager
Builds
Customer support operations, team performance, and service quality for healthcare providers
Domain
Health tech / Long-term and post-acute care
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Cross-functional leadership, performance management, process improvement, team coaching and mentoring, change management, quality control, hiring and training
Preferred skills
AI tool expertise, Knowledge-Centered Support (KCS), Work Force Management (WFM) applications
Technologies
M365 Copilot, WFM Applications
Responsibilities
Provide feedback on customer support performance via call and case audits, serve as escalation point for high-impact customer issues, collaborate cross-functionally with Customer Success and internal teams, manage operational standards and policies, hire, train, and conduct performance reviews, establish best practices and maintain quality control
Seniority
Senior, hands-on IC with team leadership
