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Role overview

This opportunity is offered for a partner organization that handles the full hiring process, including application review and follow-up steps. The hiring company is seeking a Director of Support Services in Canada to lead a high-impact client support function within the healthcare technology space.

In this senior leadership role, you will shape the direction, performance, and future design of the support organization. The focus is on building a scalable, customer-centric operation that delivers strong service outcomes while also supporting business growth. You will work across Product, Engineering, Customer Success, Professional Services, and Operations to improve customer experience, strengthen delivery, and support long-term transformation in a remote-first environment.

Key accountabilities

Set the long-range vision, operating structure, and goals for the Client Support team.
Drive major change initiatives that improve scale, efficiency, automation, use of AI, and continuous improvement.
Manage day-to-day support delivery and ensure service levels, quality standards, and performance expectations are consistently met.
Track and improve core metrics such as customer satisfaction, response and resolution speed, backlog control, escalation performance, quality, and team productivity.
Plan staffing, workforce requirements, budgets, forecasts, and operating plans aligned to customer demand and business expansion.
Act as the senior escalation contact for important customer concerns and maintain strong relationships with customer leadership.
Partner with Product, Engineering, Customer Success, and Professional Services to address recurring issues, strengthen product quality, and improve the end-to-end customer journey.
Create and maintain standard support workflows, governance practices, knowledge management systems, and compliance with healthcare regulations and security requirements.
Coach managers and future leaders while building a culture centered on accountability, service excellence, innovation, and ongoing learning.
Use support data, customer trends, and operational insights to improve retention, recurring revenue, and overall business results.

Requirements

At least 8 years of progressive leadership experience in client support, technical support, or customer operations, including direct leadership of managers and larger teams.
Background leading enterprise support functions in healthcare technology, SaaS, or similar software environments.
Solid understanding of healthcare software, practice management systems, EMR/EHR platforms, ambulatory workflows, healthcare operations, and relevant regulatory requirements.
Proven ability to lead organizational change through process improvement, automation, AI-based tools, and digital innovation.
Strong capability in financial and operational management, including budgeting, forecasting, workforce planning, and performance review.
Excellent executive-level communication, stakeholder management, and relationship-building skills.
Ability to build leadership talent, succession plans, and effective management teams.
Strong analytical thinking and strategic judgment, with the ability to resolve complex operational challenges using data.
Experience working closely with Product and Engineering teams to improve customer experience and product quality.
Microsoft Dynamics 365 CRM or a similar CRM platform is an advantage.
Willingness and ability to travel up to about 20%, including international travel when needed.
Candidates must have a valid passport and be legally permitted to travel.

Benefits

Annual compensation in the range of CAD 100,000 to CAD 120,000.
Remote work available anywhere across Canada.
Three weeks of paid vacation plus five personal days.
Health coverage for medical, dental, and vision from the first day of employment.
Employee stock ownership program.
RRSP matching.
Lifestyle rewards and wellness programs.
Ongoing leadership development and career advancement opportunities.
Hands-on exposure to AI-driven tools, automation, and digital transformation initiatives.
A collaborative, innovation-oriented environment that supports professional growth and long-term progression.

Application and privacy information

This role is promoted through a partner-led hiring process, and the partner company manages all next steps after application submission.

The application process may include AI-assisted tools to help review applications, analyze resumes, assess responses, and flag potential inconsistencies or verification signals. These tools support recruitment operations but do not replace human judgment, and final hiring decisions are made by people.

By applying, you consent to the processing of your personal information for candidate evaluation and sharing relevant details with the employer, in line with applicable privacy laws. You may request access, correction, deletion, or objection rights as allowed by law.

Director, Support Services