Point Click Care

Vice President, Customer Support (CA)

Job Description

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.


Key Responsibilities:
  • 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

    • Your Key Strengths:
  • 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

    • Optional: Bonus Skills:
  • Understanding of the Health Care sector
  • Worked in Organizations 500M+ in revenue
  • Led implementation of AI driven tools and processes

    • Apply Now
    Job Summary

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    Patrique Mercier Recruitment Nordic

    Work in Greece- French Speaking Customer Support Role with fully paid Relocation

    Patrique Mercier Recruitment is thrilled to offer an amazing opportunity for a French Speaking Customer Support representative to work in Greece, with a fully paid reloca;
    • France Only
    • 13 hours ago

    Patrique Mercier Recruitment Nordic

    Work in Greece- French Speaking Customer Support Role with fully paid Relocation

    Patrique Mercier Recruitment is thrilled to offer an exciting opportunity for a French Speaking Customer Support representative to work in Greece, complete with a fully p;
    • France Only
    • 13 hours ago