Job Title

Senior Manager, Client Support Join us as we change healthcare for the better. OceanMD, a WELL Health Company, is the leading provider of EMRintegrated Patient Engagement and eReferral tools in Canada, playing a critical role in millions of patient visits and thousands of referrals every week. Our digital healthcare solutions empower patients and physicians to overcome the barriers preventing timely delivery of healthcare services. By replacing paper forms with digital tools, we give patients and providers secure ways to connect, share health information, and update patient records. Our tools: Empower patients to share health information with their physician before, during, and after visits, helping to ensure health records are uptodate and accurate while improving patient care. Meet the growing demand for digital solutions with online booking and secure messaging that improves the patients experience, reduces the need for unnecessary phone calls, and makes clinics more efficient. Improve access to care by replacing faxes, displaying wait times, and reducing the time to process and access specialist referrals. Who we need Reporting to the Vice President of Client Experience, we are looking for a passionate and resultsdriven Senior Manager of Client Support, to lead a team of dedicated Technical Support Specialists. Youll foster a culture where collaboration, growth, and accountability. You will inspire and enable your team to deliver exceptional support, utilizing a datadriven approach and ensuring scalability. This hybrid role requires you to work 3 days per week onsite at our Toronto office. Who you are You are a leader with a proven ability to motivate and guide highperforming teams to deliver exceptional client experiences in a fastpaced B2B SaaS environment. You bring a strong balance of team building, customer focus, and technical knowledge, including familiarity with a ticketing system. You share our values of mutual respect, owning mistakes, and striving for honesty and integrity every day in every situation. What''''s in it for you Impact and influence. We are creating solutions the healthcare industrypatients and providersis excited to use. As we expand across Canada, you will play a pivotal role in making a difference for our clients and the healthcare system. You will be critical in bringing our mission to life, fostering strong connections between clients and our platform, and contributing to the success of our organization. This is your chance to have a measurable impact on the success of our clients and the broader healthcare landscape. Mentorship and team development. You will mentor and guide a newly formed team, helping individuals grow their skills and careers. By fostering a collaborative and supportive environment, you will empower the team to excel and contribute to meaningful outcomes. Your mentorship will play a key role in shaping both their professional journeys and the overall success of the organization. A place to grow your career and your skills. You will have a frontrow seat to the digital health revolution in Canada, influencing its direction and practical application. You will immerse yourself in learning about our work and the meaningful impact we make on Canadians lives. As we continue to scale, you will have professional development opportunities, including the chance to advance within your team, explore roles in other areas, and grow your leadership skills while contributing to a purposedriven organization. How you will make an impact Lead. You will lead, inspire, and develop a highperforming Client Support team. You will provide ongoing coaching, feedback, and guidance to help team members achieve their professional goals and improve their problemsolving skills. You will set clear performance objectives and KPIs for your team and monitor progress through regular performance reviews, oneonone checkins, and team meetings. Collaborate. You will foster crossfunctional relationships to ensure smooth collaboration with other teams, including R&D, product management, education, and government program services. Daytoday client enablement. You will oversee daytoday client support operations, emphasizing timely and efficient handling of client engagement and requests. You will set priorities and create access to the knowledge and tools for your team to provide seamless and responsive technical support to clients. You will empower the team to proactively manage client expectations, identify account growth opportunities, and resolve challenges. You will act as the escalation point for complex client issues, addressing concerns in a timely and professional manner. Mentor. You will mentor your team on best practices for client engagement, communication, and problemsolving. You will support your team in navigating difficult client situations and resolving issues to maintain client trust and satisfaction. You will guide team members in creating innovative, clientcentric solutions to ensure satisfaction and drive longterm relationships. Analyze. You will develop dashboards and data tracking systems to ensure continual improvement within our support ticket system and approach. You will implement and oversee processes to ensure the accuracy and integrity of data within the Ocean environment. You will continuously assess and refine internal processes to improve service delivery, efficiency, and client satisfaction. You will implement best practices for client support management. What you bring The passion. You have a track record of success in managing highvalue client relationships. You are deeply passionate about connecting people with technical solutions that simplify and enhance their lives or work. Your commitment to our mission drives you to excel in creating meaningful and impactful connections. The leadership skills. You lead by example and demonstrate a handson approach to support your team, drive results, and inspire others through action. You bring demonstrated success in coaching and mentoring small to midsize, multilevel teams (Tier12) to deliver exceptional client support. You balance strategic vision with handson leadership, set clear KPIs for satisfaction, Service Level Agreement adherence, and resolution efficiency, and foster a culture of accountability, learning, and technical excellence. The technical skills. You have experience scaling support operations and leverage analytics to identify and drive continuous process improvements. You are proficient with CRMs (e.g., Freshsales, Freshdesk), Business Intelligence tools, and reporting platforms. You are comfortable establishing, tracking, and measuring clear KPIs and goals for each of your team members. The interpersonal skills. You are an exceptional communicator and collaborator with strong emotional intelligence. You build trust across teams, translate complex technical concepts for nontechnical audiences, and engage stakeholders effectively to resolve conflicts and navigate challenging situations. What you can expect from our interview process A virtual interview with a Talent Advisor discussing your interest in the role and the company. The conversation will be recorded using BrightHire, an AIpowered video interview tool. An inperson or virtual interview with the Chief Operating Officer and the Vice President, Client Experience to explore the fit between your skills, experience, and role. An inperson interview with team members to understand the needs of the team and the clients. This will also allow you to ask questions about the companys culture and meet with future collaborators and peers. Our culture, our team Were a scaling company, expanding rapidly across the country. We are incredibly passionate about our ability to make a difference in the lives of Canadians through our technology and we firmly believe that we can do our best work with realistic deadlines and transparent communication about where we are and whats next for us as an organization. We understand the time it takes to revolutionize a paperbased industry and develop and release highquality resilient, compliant, and responsive technology that is easy to use so we ensure that pace is factored into our projects and deliverables across the organization. A note on values We value ethical behaviour above all else. We care about each other and we respect each other as professionals and people. We treat our clients with respect and keep our word, even if it hurts. We own our mistakes. We strive for honesty and integrity every day in every situation. We look for people who share these values. We are transforming patient care across the country and weve only just begun. Join us We are always on the lookout for ethically driven, intelligent, and compassionate professionals who want to be part of an energetic culture and company, people who are interested in contributing their talents in a challenging, interdisciplinary environment. If you feel you meet 70% of the qualifications we are looking for and are determined to make a difference, we encourage you to apply. We promise to consider your application fully. Express your interest here, explore what we do here, or follow us on LinkedIn to stay connected. We strive to build a diverse team and encourage applications from traditionally underrepresented groups. If we can make this easier through accommodation in the recruitment process, please let us know. Seniority level MidSenior level Employment type Fulltime Job function Management, Strategy/Planning, and Analyst Industries Hospitals and Health Care Location: Toronto, Ontario, Canada Salary: $165,000.00$175,000.00 (3 weeks ago) #J-18808-Ljbffr