(Remote – U.S.)
🧾 About the Role
PointClickCare is hiring a Manager, Customer Support to lead a team of Solutions Analysts in delivering an exceptional service experience to long-term care and healthcare providers. This is your opportunity to shape the future of customer success at a mission-driven health tech company recognized for innovation, culture, and meaningful impact. You’ll manage day-to-day operations, coach high-performing teams, and champion process improvement with a human-first, AI-accelerated mindset.
✅ Position Highlights
• 💰 Salary: $92,000–$100,000/year + 10% performance bonus
• 🕐 Employment Type: Full-Time
• 🏠 Remote: 100% Remote (U.S.-based)
• 📈 Reports To: VP, Customer Support
• 🏥 Industry: Health Tech | Long-term & Post-Acute Care
• 🎁 Benefits: Full healthcare, PTO, 401(k), R&D-backed innovation culture
📋 What You’ll Own
• Lead, coach, and develop a remote team of customer-facing Solutions Analysts
• Monitor team performance, conduct call/case audits, and provide feedback
• Serve as an escalation point for high-impact customer issues
• Collaborate across departments (Product, SaaS Ops, Customer Success) to resolve concerns
• Champion and manage operational changes, workflows, and new processes
• Foster a learning culture with continuous development and support
• Drive customer satisfaction and experience metrics (CSAT, Customer Effort)
• Manage hiring, onboarding, and performance reviews
• Contribute to special projects including Knowledge Base, Integrations, and AI-based initiatives
🎯 Must-Have Traits
• 4+ years in Customer Support (3+ years in a leadership or management role)
• Experience using or a strong interest in AI tools to enhance support operations
• Excellent verbal/written communication and coaching skills
• Strategic mindset with attention to process improvement
• Proven ability to drive team performance and morale in fast-paced environments
• Post-secondary degree or diploma required
• High emotional intelligence and team-first leadership style
💻 Remote Requirements
• Must reside in the U.S.
• Strong virtual leadership, communication, and collaboration skills
• Proficiency in remote management tools and platforms
💡 Bonus Skills
• Experience using M365 Copilot
• Familiarity with Knowledge-Centered Support (KCS)
• Experience with Workforce Management (WFM) applications
💡 Why It’s a Win for Remote Leaders
At PointClickCare, you won’t just manage support—you’ll help redefine it. Join a company committed to innovation, reinvesting in tech and people, and creating healthcare solutions that truly make a difference.
✍️ Call to Action
Ready to lead with empathy and elevate customer experience through innovation? Apply now to join PointClickCare and help power a smarter, more compassionate future in healthcare.