(Remote – U.S.)
🧾 About the Role
PointClickCare is redefining the future of healthcare—and we’re looking for a Manager, Customer Support to lead the charge. Reporting to the VP of Customer Support, you’ll inspire a high-performing team of Solutions Analysts while championing innovation, operational excellence, and the customer experience. You’ll play a key role in delivering consistent, world-class service across our platform, which powers 30,000+ care provider organizations.
✅ Position Highlights
• Pay: $92,000 – $100,000/year
• Schedule: Full-Time
• Location: Remote – U.S.
• Perks: Flexibility, growth opportunities, Forbes-recognized workplace culture, AI-enhanced workflows, robust development support
📋 What You’ll Own
• Lead, coach, and mentor a remote team of Customer Support Analysts
• Deliver actionable performance feedback and drive KPI improvements
• Serve as escalation point for high-impact customer issues
• Oversee daily operations while managing change in tools, systems, and processes
• Collaborate cross-functionally with teams across Product, SaaS Ops, and Customer Success
• Help implement best practices, quality standards, and knowledge sharing strategies
• Spearhead special projects such as knowledge base development and integrations
• Hire and onboard new team members while fostering a culture of growth and learning
🎯 Must-Have Traits
• 4+ years in Customer Support, with 3+ years in a management or leadership role
• Strong communicator—verbal and written—with a team-first mindset
• Proven experience mentoring, developing, and managing high-performing teams
• Ability to lead through change and champion operational excellence
• Bachelor’s degree or equivalent experience
• Skilled in identifying risks and solving problems proactively
• Passion for continuous learning and customer satisfaction
💻 Bonus Skills
• Familiarity with M365 Copilot or AI-enhanced workflows
• Experience with Knowledge-Centered Support (KCS)
• Proficiency in Work Force Management (WFM) applications
💡 Why It’s a Win for Remote Job Seekers
• Lead from anywhere while shaping the future of healthcare tech
• Join a mission-driven, founder-led company that reinvests in innovation
• Use cutting-edge AI tools to elevate your team’s impact
• Make a tangible difference for providers and patients across North America
✍️ Call to Action
If you’re a builder, mentor, and customer-first leader ready to empower your team and redefine the customer support experience—apply now to join PointClickCare.