Manager of Product Support Leads, Pointclickcare
$110-115k
Salary applicable for US based candidates, may vary in other locations
More information about location
Technology for long-term care providers
Be an early applicant
Technology for long-term care providers
1001+ employees
Be an early applicant
$110-115k
Salary applicable for US based candidates, may vary in other locations
More information about location
1001+ employees
Company mission
To advance healthcare technology and make a meaningful impact on the lives of millions.
Role
Who you are
- This role requires a natural curiosity to keep growing and learning, a desire to build trusting relationships across the organization, and demonstrates a metrics-driven approach to problem solving
- 3+ years of experience in a Customer Support environment with 1 year involving demonstrated experience with problem management, data analytics, cross-team collaboration, and process improvement
- 3+ years in Customer Facing role (Support, Product, Operations, Customer Success)
- Exceptional communication skills to inform and influence at all levels of the organization
- Familiarity with emerging technologies and applications in relation to business processes
- Proficient with data extraction, manipulation, querying, and reporting creation
- Experience creating Salesforce, Jira, or other service management dashboards to identify data trends
- Experience identifying root causes of incidents or poor customer experiences
- Experience working directly with Customers or Customer feedback that resulted in improved processes or products
What the job involves
- Product Support Leads are a 4-person team, located across the US and Canada
- They are responsible for enabling the Customer Support team to support new products, digging into incident themes and root causes, and providing deep analytics and trend analysis on customer support data to identify product and process changes that would improve the customer experience
- This role works closely with other members of the Customer Support department as well as many teams throughout the organization, such as Product, Customer Success, Professional Services, and more
- Product Support Leads are essential in weaving together the threads of customer feedback, operational efficiency, and product excellence
- Reporting to the Director of Customer Support, this Manager role provides overall leadership to the Product Support Leads, providing coaching and mentoring, and ensuring that operational improvements are measurable and focused on the most impactful outcomes for our customers and internal teams
- Lead a high-performing, data-driven Product Support Lead team that delivers measurable outcomes (e.g., reduction of no- and low-value support cases, removing root causes, improved efficiency in case handling, support team trained to handle new product cases without confusion or delay)
- Create, maintain, and share dashboards and other reporting tools to identify trends using data to drive the business to action
- Cultivate a culture of relentless digging into data, building recommendations and collaborating cross functionally, without needing management oversight
- Uses data/metrics to accurately reflect team performance and customer experience and implement process changes or propose product changes to improve these metrics
- Fosters a positive work environment and consistently models and supports continuous learning
Our take
The demand for long-term support for the elderly is growing, putting pressure on the already overstretched age care industry. PointClickCare aims to solve this problem by providing care providers with a suite of cutting-edge software tools.
PointClickCare's software gives caregivers access to immediate, point-of-care data insights into their patients. This is proven to improve patient outcomes, ease care transitions and improve efficiency. Having been founded in 2000, PointClickCare is now one of the biggest names in care tech and its software is used by over 26,000 care facilities.
PointClickCare has made a series of partnerships - such as with pharmaceutical corporation Pfizer, and ChartPath, a leading EHR solution for care practices - alongside acquiring the connected care platform Audacious Inquiry. These partnerships and acquisitions aim to improve its adaptability in the market. The company has demonstrated strong ambition and performance, showcased by its being named the top long-term care software provider by KLAS four times in a row.
Steph
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Feb 2024
$0.1m
GRANT
Feb 2018
$141.6m
LATE VC
Total funding: $226.2m
Company benefits
- Competitive Wages and Bonus Program
- Comprehensive Benefits
- Onsite Cafeteria
- Onsite Gym
- RRSP/401K program with employer matching
- Flexible Paid Time Off
- Work From Home Policy
- Maternity & Paternity Top Up
- Training and Development Programs
- Corporate Discounts Program
- Games Room and Employee Lounge
- Onsite Wellness Services (dental, massage, optometry, etc.)
Company HQ
Mississauga, ON
Leadership
Mike Wessinger
(Executive Chair)Board Member at C100. Was appointed by the Ministry of Health to the Ontario Health Data Council.
Dave Wessinger
(CEO)Previously served as PointClickCare's COO.
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