Manager, Customer Support (Senior Care)
New
P
PointClickCareHealth Tech
Remote - USFull-TimeManager
Salary90,000 - 105,000 USD per year
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Job Details
- Experience
- 4+ years of Business experience in a Customer Support environment with 3+ years, with demonstrated Management or Leadership experience.
- Required Skills
- Project ManagementArtificial IntelligenceProcess improvementCustomer support
Requirements
- 4+ years of business experience in a customer support environment.
- 3+ years of demonstrated management or leadership experience.
- Post-secondary degree or diploma.
- Proven ability to manage in a fast-paced environment.
- Strong verbal and written communication skills.
- Ability to drive team results through coaching and mentoring.
- Proficiency in operational standards, policies, and procedures.
- Exposure to and desire to leverage AI tools to enhance work content.
- Ability to identify and action potential risks to success.
Responsibilities
- Lead and inspire a team of customer-focused Solutions Analysts.
- Oversee daily operations, providing consistent coaching and performance management.
- Act as the point of escalation for high-impact customer issues.
- Collaborate with internal stakeholders and cross-functional teams like Product and SaaS Ops.
- Manage and communicate changes in operating procedures and processes.
- Establish best practices, maintain quality control, and oversee project work.
- Hire, train, and conduct performance reviews for team members.
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