Vice President, Customer Support (US)

Pointclickcare • Remote, OR

394d • $220,000 - $245,000

About The Position

The Vice President of Customer Support at PointClickCare is responsible for leading the strategic direction and execution of the Customer Support organization. This role involves managing a dynamic Support Center that addresses the evolving needs of customers, ensuring high levels of customer satisfaction and loyalty. The VP will work cross-functionally with various departments to enhance the customer experience and will lead a geographically distributed support team.

Requirements

• 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 and managers.
• 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.

Nice To Haves

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

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees