# Manager, Customer Support, Senior Care

**Company:** [PointClickCare](https://hotfix.jobs/companies/pointclickcare)
**Location:** Remote
**Role:** Customer Support
**Salary:** CA$85k – CA$105k/yr
**Experience:** 4+ years
**Skills:** Customer Support, Customer Success, Coaching, Performance Management, Quality Control, Knowledge Base, Integrations, AI Tools, Microsoft 365 Copilot, Knowledge-Centered Support, Workforce Management, Saas Operations
**Posted:** 2026-04-10

> Leads customer support operations and a team of Solutions Analysts, overseeing coaching, performance management, escalations, quality control, and process improvements. Requires at least four years in customer support and three years of management or leadership experience.

## Job Description

## Responsibilities

- Lead and inspire a team of customer-focused Solutions Analysts to deliver a high-quality customer service experience.
- Oversee day-to-day team operations, coaching, mentoring, and service-quality processes.
- Provide timely feedback on customer-support performance based on call and case audits.
- Apply performance-management standards and processes.
- Foster a positive work environment and support continuous learning.
- Serve as the escalation point for high-impact customer issues.
- Collaborate with Customer Support Manager peers and cross-functionally within the Customer Success organization.
- Liaise with Product, SaaS Operations, and other internal teams on issue identification, escalation, and prioritization.
- Communicate and manage changes to operating procedures and processes.
- Mentor, motivate, coach, and lead teams while supporting customer satisfaction and customer-effort goals.
- Establish best practices and maintain quality control.
- Support special projects, including Knowledge Base and integrations initiatives.
- Hire, train, and deliver performance reviews.

## Requirements

- 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 effectively in a fast-paced environment.
- Clear verbal and written communication skills.
- Demonstrated ability to drive team results through coaching, development, and mentoring.
- Ability to identify potential risks, communicate them, and take action.
- Experience developing, coaching, reinforcing, and managing operational standards, policies, and procedures.
- Experience monitoring and improving team performance through leadership, coaching, and performance management.
- Strong attitude, work ethic, and teamwork.

## Nice-to-Haves

- Exposure to AI tools and interest in using them to improve work content and user experience.
- Experience with Microsoft 365 Copilot.
- Experience with Knowledge-Centered Support (KCS).
- Experience with workforce management (WFM) applications.

## Compensation

- Annual salary: $85,000–$105,000 CAD.

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