Join a mission-driven health tech leader shaping the future of healthcare. PointClickCare empowers employees to innovate, drive meaningful change, and deliver exceptional customer experiences.
About PointClickCare
PointClickCare is the leading health tech company serving over 30,000 provider organizations with the largest long-term and post-acute care dataset. Recognized by Forbes as a top private cloud company and one of Canada’s Most Admired Corporate Cultures, we combine innovation with a human-first approach, leveraging AI to improve care delivery.
Schedule
- Full-time, remote within the USA
- Occasional travel to Mississauga, ON or Salt Lake City, UT for onboarding, team events, and meetings
- Flexible paid time off and wellness-focused benefits starting Day 1
Responsibilities
- Lead, coach, and mentor a team of Solutions Analysts to deliver world-class customer support
- Oversee day-to-day operations, ensuring service quality and process efficiency
- Act as escalation point for high-impact customer issues
- Collaborate cross-functionally with Customer Success, Product, and SaaS Ops teams
- Drive process, tools, and system improvements within the department
- Monitor and improve team performance through coaching and performance management
- Hire, train, and deliver performance reviews
- Maintain best practices, quality control, and customer satisfaction metrics
Requirements
- 4+ years in a customer support environment, including 3+ years in a management/leadership role
- Post-secondary degree or diploma
- Strong communication skills (verbal and written)
- Proven ability to coach, develop, and motivate teams in a fast-paced environment
- Skilled in operational standards, policies, and procedures management
- Experience identifying and mitigating risks to team and customer success
Preferred Skills
- Familiarity with AI tools (e.g., M365 Copilot)
- Knowledge-Centered Support (KCS) experience
- Workforce Management (WFM) application experience
Compensation
- $92,000 – $100,000 annual base salary (US), plus 10% performance bonus
- Comprehensive benefits package starting Day 1
Benefits
- Retirement plan matching
- Flexible paid time off
- Parental and caregiver leave
- Fertility and adoption support
- Wellness programs and mental health resources
- Continuous development support
- Employee recognition programs
- Allyship and inclusion communities
Happy Hunting,
~Two Chicks…