Customer Support Manager, Pointclickcare
Acute and Payer
$92-100k
+ 10% performance-based bonus
Technology for long-term care providers
Be an early applicant
Technology for long-term care providers
1001+ employees
Be an early applicant
$92-100k
+ 10% performance-based bonus
1001+ employees
Company mission
To advance healthcare technology and make a meaningful impact on the lives of millions.
Role
Who you are
- This position requires a natural curiosity to keep growing and learning, a desire to build trusting relationships across the organization, and a metrics-driven approach to problem solving
- 3+ years of experience in a Customer Support environment with 3+ years of Leadership and Management duties
- Experience with PointClickCare products or similar SaaS products
- Post-Secondary Degree or Diploma in Healthcare related field, Business Administration, Technical Services (Not required)
- Flexibility to work through escalations that happen outside normal working hours, Customer care comes first!
- Ability to manage various projects in a fast-paced environment
- Experience with Knowledge-Centered Support (KCS)
- Communicates clearly in verbal and written formats with all levels of the organization and customer base
- Experience with and creating reports/dashboards in Salesforce, Jira or other Service Management tools
What the job involves
- The Manager, Customer Support role is responsible for overseeing the day-to-day operations of the team, providing coaching and mentoring, and ensuring that operational processes are measurable and enabling best-in-class technical support to our customers
- Oversees multiple Customer Support Analysts which may consist of Customer Support Manager(s) and individual contributors
- Provides consistent, balanced and timely feedback on Customer Support performance as related to call and/or case audits
- Responsible for 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
- Works in collaboration with other departments to improve visibility of Customer Support metrics and optimize end to end process transitions between departments
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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