Manager, Customer Support

• Manages a Customer Support team consisting of Solutions Analysts and Sr. Solutions Analysts with the mindset of Customer Satisfaction
• Oversees the day-to-day operations, ensure departmental objectives, key performance indicators (KPIs), and expected productivity levels are achieved
• Fosters a positive work environment and supports continuous learning
• Coaches team members and encourages personal development
• Cushions customer escalations and solicits customer input
• Identifies, develops, and communicates change management and process improvement to ensure team member’s understanding and adherence
• Support the recruitment of new team members and ensures strong enablement

• Proven business experience in a Customer Support environment with experience in Management or Leadership role in a SaaS/tech organization
• Strong knowledge in skilled or assisted living healthcare industry
• Ability to manage in a fast-paced environment
• Strong communication skills – both verbal and written
• Uses data to drive team results with the end goal of Customer Love
• Ability to problem solve and be a forward thinker
• Great attitude and work ethic, strong team player

• Experience with PointClickCare system
• Long-term care setting experience a plus
• Experience with Knowledge-Centered Support (KCS) / Knowledge Base use
• Workforce Management experience
• Experience with multiple sources for case creation by customer: phone, webform, chat, etc.

Tagged as: analyst, ART, business, chat, communication, communication skills, customer service, customer support, data, development, excel, implementation, IT, management, manager, media, operations, organization, process improvement, project manager, recruitment, saas, SEE, senior, support, tech, UI

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