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.