Manager, Product Support Leads

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. 

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

For Remote Roles: As this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.

For Hybrid Roles: As this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

Product Support Leads are a 4-person team, located across the US and Canada. They are responsible for enabling the Customer Support team to support new products, digging into incident themes and root causes, and providing deep analytics and trend analysis on customer support data to identify product and process changes that would improve the customer experience. This role works closely with other members of the Customer Support department as well as many teams throughout the organization, such as Product, Customer Success, Professional Services, and more. Product Support Leads are essential in weaving together the threads of customer feedback, operational efficiency, and product excellence.

Reporting to the Director of Customer Support, this Manager role provides overall leadership to the Product Support Leads, providing coaching and mentoring, and ensuring that operational improvements are measurable and focused on the most impactful outcomes for our customers and internal teams.

This role requires a natural curiosity to keep growing and learning, a desire to build trusting relationships across the organization, and demonstrates a metrics-driven approach to problem solving. 

•Lead a high-performing, data-driven Product Support Lead team that delivers measurable outcomes (e.g., reduction of no- and low-value support cases, removing root causes, improved efficiency in case handling, support team trained to handle new product cases without confusion or delay).

•Create, maintain, and share dashboards and other reporting tools to identify trends using data to drive the business to action

•Cultivate a culture of relentless digging into data, building recommendations and collaborating cross functionally, without needing management oversight.

•Uses data/metrics to accurately reflect team performance and customer experience and implement process changes or propose product changes to improve these metrics.

• Fosters a positive work environment and consistently models and supports continuous learning.

•3+ years of experience in a Customer Support environment with 1 year involving demonstrated experience with problem management, data analytics, cross-team collaboration, and process improvement.

•3+ years in Customer Facing role (Support, Product, Operations, Customer Success)

• Exceptional communication skills to inform and influence at all levels of the organization 

•Familiarity with emerging technologies and applications in relation to business processes 

•Proficient with data extraction, manipulation, querying, and reporting creation

•Experience creating Salesforce, Jira, or other service management dashboards to identify data trends

•Experience identifying root causes of incidents or poor customer experiences

•Experience working directly with Customers or Customer feedback that resulted in improved processes or products.

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It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.

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