Manager, Customer Support – Senior Care

PointClickCare

Customer support manager leading Solutions Analysts for PointClickCare’s healthcare platform. Improving service quality, processes, performance, and customer satisfaction across support operations.

Posted 8/7/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $90,000 - $105,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and management capabilities in a customer support environment, with a focus on team development, performance management, and process improvement. Proficient in leveraging AI tools and implementing best practices to enhance customer service quality and operational efficiency.

Highest-signal resume keywords

Customer Support ManagementTeam LeadershipCoaching and MentoringProcess ImprovementAI Tools Utilization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementOperational Standards DevelopmentRisk Identification and CommunicationKnowledge-Centered Support (KCS)Work Force Management (WFM) Applications

Soft Skills

Clear Verbal CommunicationWritten CommunicationTeam CollaborationMotivationWork Ethic

Tools & Technologies

M365 CopilotCustomer Support Tools

Certifications & Qualifications

Post-Secondary Degree or Diploma

Industry Keywords

Customer Service ExperienceService QualityTeam OperationsEscalation ManagementBest Practices

About the role

Key responsibilities & impact

Lead and inspire a team of customer-focused Solutions Analysts to deliver a world-class customer service experience
Oversee day-to-day team operations
Provide coaching, mentoring, motivation, and performance management
Ensure effective processes for excellent and consistent service quality
Manage process, tools, and systems improvement projects and their implementation
Provide feedback on customer support performance based on call and case audits
Serve as escalation point for high-impact customer issues
Collaborate with Customer Support Manager peers and cross-functionally within Customer Success
Liaise with Product, SaaS Ops, and other internal teams on issue identification, escalation, and prioritization
Communicate and manage changes to operating procedures and processes
Establish best practices and maintain quality control
Support special projects such as Knowledge Base and Integrations
Hire, train, and deliver performance reviews
Report to the Sr Director, Customer Support

Requirements

What you’ll need

Exposure to AI tools and desire to leverage them to enhance work content and user experience
4+ years of business experience in a Customer Support environment
3+ years of demonstrated Management or Leadership experience
Post-Secondary Degree or Diploma
Ability to manage in a fast-paced environment
Clear verbal and written communication
Demonstrated ability to drive team results through coaching, developing, and mentoring
Ability to identify, communicate, and action potential risks to success
Ability to develop, coach, reinforce, and manage operational standards, policies, and procedures
Ability to monitor and improve team performance through leadership, coaching, and performance management
Great attitude and work ethic; strong team player
Bonus: Experience with or use of M365 Copilot
Bonus: Experience with Knowledge-Centered Support (KCS)
Bonus: Experience with Work Force Management (WFM) applications

Benefits

Comp & perks

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
Fulltime benefits
In-office events including onboarding, team events, and semi-annual and annual team meetings