Vice President, Customer Support (CA)
PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software.
At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.
Join us and be part of a team that is making a real impact.
To learn more about us, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.
About the Team:
Reporting to the SVP, Customer Care, the Vice President will lead the strategic direction and execution of Customer Support at PointClickCare.
The VP will have direct reports at the Director/Manager level, who will be responsible for managing customer programs, new processes, and best practices for customers through a variety of support channels.
This VP is responsible for leading a team that will manage all aspects of the support organization, and will work cross-functionally with Product, Operations, Marketing, and Services on customer experience.
About the Role:
The Vice President, Customer Support is responsible for running a dynamic Support Center that addresses ever changing needs of our customer base across both technical and functional questions.
The VP of Support will be expected to have experience transforming a support organization around new technologies, new processes, driving the higher Customer Satisfaction at every interaction
The VP of Support will need to be a leader of leaders and able to motivate the bring the best out of individuals and teams alike.
- Lead the vision for Customer Support Management at PointClickCare, ensuring current programs and strategy will scale with growth.
- Drive customer loyalty and ensure that our customers are satisfied with support and are realizing measurable value from our products and services
- Display leadership skills to inspire and motivate staff to provide world class experience at all times
- Work cross functionally to promote customer service in adjacent departments that impact Customer Support such as Sales, and Customer Success
- Develop and track Customer Support KPIs, and use data to influence and drive visible results
- Drive utilization and optimization of technology and execute on sound business plans for investment in technology
- Establish operational infrastructure to lead initiatives to ensure high CSAT and goals
- Play a critical role in developing a geographically remote support team
- 10+ years leading B2B/B2C support organizations with 100+ support analysts
- Experience in fast paced rapidly growing and changing SaaS based organizations
- Strong knowledge of case management and phone system technology, CRM systems, and data analysis platforms.
- Background in overseeing training programs for development of IC andmanagers
- Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal customers
- Proven track record of driving operational improvements and end to end customer experience
- Experience directly hiring and managing a geographical distributed team
- Proven track record of managing SLA’s and customer Centric metrics
- Lead by example with a growth mindset, people-first attitude, and strong sense of responsibility
- Understanding of the Health Care sector
- Worked in Organizations 500M+ in revenue
- Led implementation of AI driven tools and processes
#LI-Remote
#LI-JP1
PointClickCare Benefits & Perks:
Benefits starting from Day 1!
Retirement Plan Matching
Flexible Paid Time Off
Wellness Support Programs and Resources
Parental & Caregiver Leaves
Fertility & Adoption Support
Continuous Development Support Program
Employee Assistance Program
Allyship and Inclusion Communities
Employee Recognition … and more!
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 recruitment@pointclickcare.com should you require any accommodations.
When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: recruitment@pointclickcare.com
PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.
Average salary estimate
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At PointClickCare, we're on the lookout for a dynamic Vice President of Customer Support who’s ready to step into a pivotal role helping us redefine care collaboration in the healthcare sector. Located remotely or in beautiful Mississauga, this position puts you at the helm of our Customer Support department. With over 20 years in the healthcare technology game, PointClickCare is a leader in creating cloud-based software that makes a real difference in people’s lives. As the VP, you’ll report directly to our SVP of Customer Care and play a critical role in supporting our talented team of leaders who manage customer programs and best practices. You'll be responsible for driving innovative support strategies and ensuring our teams address both technical and functional customer inquiries across multiple channels. Your leadership will inspire a culture of extraordinary customer service, so we’re looking for someone who has the experience of transforming support functions and amplifying customer satisfaction. You’ll lead the charge in tracking KPIs, leveraging technology, and spearheading operational improvements, all while working closely with other departments to ensure cohesive and exceptional customer experiences. If you’re a leader with a people-first attitude and a passion for healthcare, your talents will thrive at PointClickCare. This is more than just a job – it’s a chance to make a lasting impact on healthcare across North America. Join us in creating meaningful opportunities for our customers and team members alike!
Our mission is to help healthcare providers meet the challenges of senior care by enabling them to achieve the business results that matter - enriching the lives of their residents, improving financial and operational health, and mitigating risk.
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