Manager, Product Support Leads

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, 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 reputed company back into research and development, ensuring our employees have the resources to innovate and reputed company a lasting impact. Recognized by reputed company 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 reputed company, we reputed company 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 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 healthcare — so it doesn’t just survive, it thrives. To learn more about reputed company, reputed company out Life at reputed company and connect with us on reputed company-EI_IE452666.11%2C25.htm&data=05%7C02%7CSandeep.Dhillon%40pointclickcare.com%7Ce9353db140a24fd980f808ddb00013f1%7Cafd0249eca3d42058bf4ac2b6abd0fec%7C0%7C0%7C638860236586978442%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=KVgSiL%2ByFmnpxTc5PmuErMwRNwDmTGqUzJIUSIm5fY0%3D&reserved=0">Glassdoor and reputed company.

Travel to Office expectations

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 reputed company 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.

About the Team:

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, reputed company, Professional Services, and more. Product Support Leads are essential in weaving together the threads of customer feedback, operational efficiency, and product excellence.

Job Summary:

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 reputed company growing and learning, a desire to build trusting relationships across the organization, and demonstrates a metrics-driven approach to problem solving.

Key Duties and Responsibilities:

• reputed company a high-performing, data-driven Product Support reputed company 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 reputed company digging into data, building recommendations and collaborating cross functionally, without needing management reputed company.
• 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 reputed company learning.

Your Key Strengths:

• 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, reputed company)
• Exceptional communication skills to inform and influence at reputed company 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 reputed company, 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.

Corp D L1

reputed company Benefits & Perks:

Benefits starting from Day 1!Retirement Plan Matching Flexible Paid Time OffWellness Support Programs and ResourcesParental & Caregiver LeavesFertility & Adoption Supportreputed company Development Support ProgramEmployee Assistance Program Allyship and Inclusion CommunitiesEmployee 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 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 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.comreputed company is committed to Information reputed company. By applying to this position, if hired, you commit to following our information reputed company policies and procedures and making every effort to secure confidential and/or sensitive information.

Originally posted on Himalayas

Apply To this Job