Head of Customer Support Management

1 week ago

Mississauga, Ontario, Canada PointClickCare Full time

At PointClickCare, we are revolutionizing the healthcare technology landscape by empowering care collaboration and real-time patient insights. As a leading North American healthcare technology platform, our vision is to create a world where providers and plans can confidently deliver frictionless care.

We are seeking an exceptional leader to drive the strategic direction and execution of Customer Support at PointClickCare. The successful candidate will have direct reports at the Director/Manager level, responsible for managing customer programs, new processes, and best practices for customers through various support channels. This role requires a strong leader who can manage all aspects of the support organization and work cross-functionally with Product, Operations, Marketing, and Services on customer experience.

About the Role

The Head of Customer Support Management is responsible for running a dynamic Support Center that addresses the ever-changing needs of our customer base across both technical and functional questions. Key responsibilities include:

  • Developing and implementing a comprehensive customer support strategy that aligns with the company's growth goals.
  • Driving customer loyalty and ensuring that our customers are satisfied with support and realize measurable value from our products and services.
  • Collaborating with cross-functional teams to promote customer service in adjacent departments that impact Customer Support, such as Sales and Customer Success.
  • Establishing and tracking key performance indicators (KPIs) for Customer Support and using data to inform decision-making and drive visible results.
  • Playing a critical role in developing a geographically remote support team.

This role requires a strong leader with excellent communication and interpersonal skills, as well as experience in overseeing training programs for development of IC and managers. Proven track records of driving operational improvements and end-to-end customer experience are essential.

About PointClickCare

PointClickCare is a recognized leader in creating cloud-based healthcare software. We have been recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada's Most Admired Corporate Cultures. We pride ourselves on our commitment to diversity, equity, and inclusion, and we welcome applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

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