Director, Support Services

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

As Director of Support Services, you will lead the strategy, performance, and evolution of a high-impact client support organization serving the healthcare technology sector. This executive leadership role combines operational excellence, customer advocacy, and organizational transformation to deliver exceptional service experiences while driving long‑term business growth. You will collaborate closely with cross‑functional leaders across Product, Engineering, Customer Success, Professional Services, and Operations to enhance customer outcomes and improve service delivery.

With a strong focus on innovation, AI adoption, and leadership development, you will build scalable support operations that empower both customers and teams in a remote‑first environment.

• Define and execute the long‑term strategy, operating model, and objectives for the Client Support organization.
• Lead organizational transformation initiatives focused on scalability, operational efficiency, automation, AI adoption, and continuous improvement.
• Oversee day‑to‑day support operations, ensuring consistent delivery of high‑quality customer service while meeting service level agreements and performance targets.
• Monitor and optimize key performance indicators, including customer satisfaction, response and resolution times, backlog management, escalation handling, quality, and productivity.
• Develop staffing strategies, workforce planning, budgets, forecasts, and operational plans that support business growth and customer demand.
• Serve as the executive escalation point for strategic customer issues and build trusted relationships with customer leadership teams.
• Collaborate with Product, Engineering, Customer Success, and Professional Services to improve product quality, reduce recurring issues, and deliver seamless customer experiences.
• Establish standardized support processes, governance frameworks, knowledge management practices, and compliance with healthcare regulations and security standards.
• Mentor and develop managers and future leaders while fostering a culture of accountability, customer advocacy, innovation, and continuous learning.
• Leverage operational insights, customer trends, and support analytics to improve retention, recurring revenue, and overall business performance.

• 8+ years of progressive leadership experience in Client Support, Technical Support, or Customer Operations, including experience leading managers and large teams.
• Proven success leading enterprise support organizations within healthcare technology, SaaS, or related software environments.
• Strong knowledge of healthcare software, Practice Management systems, EMR/EHR platforms, ambulatory workflows, healthcare operations, and regulatory compliance.
• Demonstrated experience driving organizational transformation through process improvement, automation, AI technologies, and digital innovation.
• Strong financial and operational management skills, including budgeting, forecasting, workforce planning, and performance analysis.
• Excellent executive communication, stakeholder management, and relationship‑building abilities.
• Proven ability to develop leadership talent, succession plans, and high‑performing management teams.
• Strong analytical and strategic decision‑making skills with the ability to solve complex operational challenges using data‑driven insights.
• Experience partnering with Product and Engineering teams to improve customer experience and product quality.
• Experience with Microsoft Dynamics 365 CRM or similar customer relationship management platforms is considered an asset.
• Ability to travel up to approximately 20%, including international travel when required. Candidates must hold a valid passport and be legally eligible to travel.

• Competitive annual salary ranging from CAD $100,000 to $120,000
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• Fully remote work arrangement across Canada.
• Three weeks of paid vacation plus five personal days.
• Comprehensive medical, dental, and vision coverage starting on your first day of employment.
• Employee stock ownership program.
• RRSP matching program.
• Lifestyle rewards and wellness initiatives.
• Ongoing leadership development and career growth opportunities.
• Exposure to AI‑enabled technologies, automation, and digital transformation initiatives.
• Collaborative, innovation‑focused culture supporting professional growth and long‑term career progression.