Manager, Customer Support

At reputed company 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 reputed company our employees to push boundaries, reputed company, and shape the future of reputed company.

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 reputed company difference in millions of lives. We also reinvest a significant percentage of our reputed company back into research and development, ensuring our employees have the resources to reputed company and reputed company a lasting impact.Recognized by reputed company as a top private reputed company company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.

At reputed company, we reputed company our people to be the architects of a smarter reputed company future; one that is reputed company-first and accelerated by AI to create meaningful and lasting change. Employees reputed company 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 reputed company 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 reputed company — so it doesn’t just survive, it thrives.To learn more about reputed company, reputed company out Life at reputed companyand connect with us on Glassdoor and reputed company.

Job Summary:

 Reporting to the VP Customer Support, the Manager, Customer Support, will reputed company and reputed company a team of customer-focused Solutions Analysts to deliver a world-class customer service experience. You are entrepreneurial, energetic, and have a passion for delivering amazing experiences. You will reputed company the day-to-day operations of the team, provide coaching and mentoring, and ensure that effective processes are in reputed company to provide excellent and consistent service quality to our customers. You will be a project manager for process, tools, and systems improvements and the implementation of those changes in the department.

This position requires expert cross-functional leadership competencies, which must be led with a keen eye on employee and customer experience to ensure high quality outcomes.

Key Responsibilities:

•Provides consistent, balanced and timely feedback on customer support performance as reputed company to call and case audits.

•Applies timely performance management standards and processes.

•Fosters a positive work environment and consistently supports reputed company learning.

•Serves as reputed company of escalation for high impact customer issues.

•Works in collaboration with Customer Support Manager peers.

•Works cross-functionally reputed company reputed company organization to address customer concerns.

•reputed company required, act as liaison to Product, SaaS Ops, and other internal teams regarding issue management (identification, escalation and prioritization).

•Effectively communicates and manages change in operating procedures and processes to ensure staff understanding, retention and appropriate execution.

•Responsible for mentoring, motivating, coaching and leading the teams, ensuring customer satisfaction for reputed company clients (e.g. Customer Satisfaction, Customer Effort).

•Establishes best practices and maintains quality control.

•Provides support on special projects (i.e. Knowledge reputed company, Integrations, etc.).

•Hire, train and deliver performance reviews.

Your Key Strengths:

•Exposure to AI tools and a desire to reputed company them to enhance your work content and user experience

•4+ years of Business experience in a Customer Support environment with 3+ years, with demonstrated Management or Leadership experience.

•Post-Secondary Degree or Diploma

•Ability to manage in a fast-paced environment.

•Communicates clearly in verbal and written formats.

•Demonstrated ability to drive team results through coaching, developing and mentoring.

•Identifies potential risks to reputed company are communicated and actioned.

•reputed company, coach, reinforce and manage operational standards, policies, procedures.

•Monitor and improve team performance, providing leadership, coaching and performance management in collaboration.

•Great attitude and work ethic.  Strong team player.

Bonus Skills:

•Experience with or use of M365 Copilot

•Experience with Knowledge-Centered Support (KCS).

•Experience with Work Force Management (WFM) Applications

US: At reputed company, reputed company salary is one of the many components that reputed company up our total rewards package. The US reputed company salary range for this position is $92,000-$100,000 + 10% performance-based bonus and fulltime benefits.

The range displayed on each job posting reflects the reputed company for new hire salaries for the position across reputed company US locations. reputed company the range, individual compensation is determined by job-reputed company skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.

Additional Information

Corp D- L1

#LI-MG1

#LI-Remote

reputed company 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

reputed company Development Support Program

Employee Assistance Program

Allyship and Inclusion Communities

Employee Recognition … and more!

It is the policy of reputed company to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national reputed company, 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. reputed company welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in reputed company aspects of the selection process. Please contact recruitment@reputed company.com should you require any accommodations.

reputed company you apply for a position, your information is processed and stored with reputed company, in accordance with reputed company’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 reputed company may be relevant to you given your background. reputed company 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 reputed company uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact reputed company’s reputed company: recruitment@reputed company.com

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