Manager Technical Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager Technical Support based in Canada.

This is an excellent opportunity for an experienced technical support leader to drive operational excellence within a healthcare technology environment. In this role, you will oversee high-performing support teams responsible for critical healthcare revenue cycle applications, ensuring exceptional customer experiences and reliable service delivery. You'll combine strategic leadership, data-driven decision-making, and technical expertise to optimize support operations while fostering a culture of collaboration, innovation, and continuous improvement. Working cross-functionally with product, engineering, and customer-facing teams, you will play a key role in enhancing customer outcomes through process improvements and responsible adoption of AI-powered support solutions.

Accountabilities: Lead, mentor, and develop geographically distributed technical support teams, fostering accountability, collaboration, and continuous professional growth.

Oversee support operations for healthcare revenue cycle applications, including financial management, patient registration, scheduling, and medical records systems.

Serve as the primary escalation point for complex customer issues, ensuring timely resolution and outstanding customer satisfaction.

Drive operational excellence by monitoring service levels, support performance metrics, workforce planning, resource allocation, and departmental priorities.

Analyze operational data to identify trends, root causes, and opportunities to improve productivity, service quality, and customer experience.

Collaborate closely with Product, Engineering, Customer Success, and Professional Services teams to resolve complex issues and influence product improvements.

Champion the adoption of AI and automation technologies, establish best practices for their responsible use, and evaluate emerging tools to strengthen support operations.

Requirements

Bachelor's degree in Information Technology, Business, Healthcare Administration, or a related field, or equivalent professional experience.

7+ years of experience in technical support, healthcare IT, or customer operations, including at least 3 years in a people leadership role.

Strong background supporting healthcare revenue cycle, financial management, patient registration, scheduling, or medical records applications.

Proven success managing customer escalations, leading organizational change, and improving operational performance through analytics and continuous improvement initiatives.

Experience using CRM, case management, reporting, knowledge management, or service management platforms.

Familiarity with healthcare software, revenue cycle management systems, SQL, reporting tools, ITIL frameworks, or technical troubleshooting is an advantage.

Experience with AI-powered support tools, automation technologies, generative AI, copilots, or chatbot solutions is highly desirable.

Excellent leadership, communication, analytical, problem-solving, stakeholder management, and decision-making skills with the ability to perform effectively in fast-paced environments.

Benefits

Competitive annual salary of CAD $85,000–$95,000 , based on experience, skills, and market factors.

Fully remote work opportunity within Canada.

Opportunity to lead impactful healthcare technology support operations.

Collaborative environment focused on innovation, operational excellence, and continuous improvement.

Cross-functional exposure with Product, Engineering, Customer Success, and Professional Services teams.

Professional growth opportunities within a global healthcare technology organization.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1