At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.

It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey. Join us in redefining healthcare — so it doesn’t just survive, it thrives.

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.

For Hybrid Roles: 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. 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 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. 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 workplace. ~ 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.



~ Bonus Skills Experience with Knowledge-Centered Support (KCS).

Experience with Work Force Management (WFM) Applications $The Canadian base salary range for this position is $85,000 – $105,000 and fulltime benefits. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canadian locations. Corp D- L1 #Toronto Retirement Plan Matching Flexible Paid Time Off Wellness Support Programs and Resources Fertility & Adoption Support Continuous Development Support Program Employee Assistance Program Allyship and Inclusion Communities It is the policy of PointClickCare 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 information, or any other basis protected by law.

PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information.

These tools assist our recruitment team but do not replace human judgment. If you would like more information about how your data is processed, please contact us. #

📌 Remote Canada -Manager, Customer Support (Senior Care) (Moncton)
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📍 Moncton