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Manager

3 months ago

Mississauga, Ontario, Canada PointClickCare Full time
For more than 20 years, PointClickCare has been the backbone of senior care.

We've amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.


With Collective Medical & Audacious Inquiry, we've become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient's journey.

For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

This is a Remote position and we are open to reviewing applicants across US and Canada

Key Responsibilities:

  • Manages a Customer Support team consisting of Support Specialists with the mindset of Customer Satisfaction
  • Oversees the day to day operations, ensure departmental OKRs are achieved
  • Fosters a positive work environment and supports continuous learning.
  • Coach team members and encourage personal development
  • Cushions customer escalations
  • Identify and Communicates change management and process improvement to ensure team member's understanding
  • 3+ years of business experience in Customer Support environment with 1 to 2+ years in Management or Leadership role in a SaaS organization
  • Strong knowledge in Clinical, Financial or Pharmacy industry
  • Ability to manage in a fastpaced environment.
  • Strong communication skills verbal and written
  • Drive team results with the end goal of Customer Love
  • Ability to problem solve and be a forward thinker
  • Great attitude and work ethic. Strong team player.
  • As a 24x7x365 organization, shift work, holidays and oncall responsibilities may be required.

Good to have:

  • Experience with PointClickCare system
  • Longterm care experience a plus.
  • Experience with Knowledge-Centered Support (KCS)
  • Workforce Management experience.