Manager, Customer Support (Acute and Payer)

Overview

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 in.to 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.

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change.

Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making.

By integrating AI tools in.to our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact.

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.

To learn more

PointClickCare, check out Life at PointClickCare

and connect with us on Glassdoor and LinkedIn.

The Manager, Cus.tomer Support role is responsible for overseeing the day-to-day operations of the team, providing coaching and men.toring, and ensuring that operational processes are measurable and enabling best-in-class technical support to our cus.tomers.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.

This position can be remote or work out of an approved PointClickCare office location.

Requirements

•Oversees multiple Cus.tomer Support Analysts which may consist of Cus.tomer Support Manager(s) and individual contribu.tors.•Provides consistent, balanced and timely feedback on Cus.tomer Support performance as related to call and/or case audits•Responsible for data/metrics to accurately reflect team performance and cus.tomer 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 o.ther departments to improve visibility of Cus.tomer Support metrics and optimize end to end process transitions between departments.

Your Key Strengths:•3+ years of experience