US -Manager, Customer Support (Senior Care

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.

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.

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

• 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.

• 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.

• Experience with or use of M365 Copilot
• Experience with Knowledge-Centered Support (KCS).
• Experience with Work Force Management (WFM) Applications

Corp D- L1

#US

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• 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 Point Click Care  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…