Customer Support Manager

Position:
Manager, Customer Support (Senior Care)

Company:
PointClickCare

Compensation:
$85,000 - $105,000 a year

Location:
Canada, Remote or Mississauga

Employment type:
Full-Time

Work Arrangement:
Remote or Hybrid

Short Summary:
Manager, Customer Support, will lead and inspire a team of customer-focused Solutions Analysts to deliver a world-class customer service experience. You will oversee day-to-day operations, provide coaching and mentoring, and ensure effective processes for excellent service quality.

Responsibilities:
- Provides consistent, balanced and timely feedback on customer support performance.
- Applies timely performance management standards and processes.
- Fosters a positive work environment and supports continuous learning.
- Serves as point of escalation for high impact customer issues.
- Collaborates with Customer Support Manager peers and cross-functionally within the organization.
- Communicates and manages change in operating procedures.
- Mentors, motivates, and leads teams to ensure customer satisfaction.
- Establishes best practices and maintains quality control.
- Supports special projects and hires, trains, and delivers performance reviews.

Requirement:
- 4+ years of Business experience in a Customer Support environment with 3+ years of Management or Leadership experience.
- Post-Secondary Degree or Diploma.
- Ability to manage in a fast-paced environment.
- Strong communication skills in verbal and written formats.
- Demonstrated ability to drive team results through coaching and mentoring.

Benefits:
- 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!