Manager, Customer Support

Job Title: Manager, Customer Support
Job ID: 90519
Location: Canada - Remote

Overview:
Our client is a fast-growing, cloud-based healthcare technology company on a mission to make life easier for independent medical practices. Their SaaS platform combines clinical records, patient engagement, and billing into one system used by tens of thousands of clinicians. Founded over a decade ago, the company has moved well past its early startup days into a genuine growth phase -- a proven product and customer base, paired with the pace and ambition of a company still scaling fast. As the company's customer base and support function grow, they're looking for a hands-on manager to lead a team of Support Specialists and Support Engineers. This is a technical, process-driven role -- you'll be evolving how the team triages, resolves, and learns from support cases, not just keeping the lights on.

What you will be doing:
Team Leadership

• Manage a team of 8-10 Support Specialists and Engineers, with weekly 1:1s focused on real skill development, not just check-ins

• Team size may flex between roughly 6-10 as the org grows -- this role needs someone who can lead effectively at either end of that range, not someone attached to a specific headcount

Support Operations

• Own day-to-day case triage, routing, and escalation

• Inherit an existing support playbook that's a genuine work in progress -- expect to build out missing pieces and revise parts that no longer serve the team, while bringing your people along on the changes

• Hold the team accountable to SLA targets around resolution time, backlog, and customer satisfaction

Continuous Improvement

• Treat the current setup as a starting point, not a finished system -- proactively spot and fix inefficiencies in workflows, tooling, and documentation

• Coach the team to critically evaluate AI-assisted recommendations for quality, not just speed

What you must have:

• 5+ years in technical support or customer support operations, with genuine, proven people-management experience -- you've hired, coached, and yes, had to let people go

• Technically credible enough to coach reps through complex, non-scripted issues

• Experience holding a team accountable to SLAs in a technical support environment

• Direct EHR experience is a strong plus -- it'll help you ramp quickly and answer the harder technical questions your team will bring you

• A relationship-first management style that can still hold people to real performance standards -- people need to know you're in their corner even when you're holding the line

• Comfortable managing a fully remote team across a wide range of personalities and time zones (Pacific through Eastern)

Salary/Rate Range: $110,000-$140,000 CAD



Thank you for your interest in this opportunity. If you are selected to move forward in the process, we will contact you directly. If you do not hear from us, we encourage you to continue visiting our website for other roles that may be a good fit.


For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.com