Senior Manager, Client Support in Toronto

Join us as we change healthcare for the better. OceanMD, a WELL Health Company, is the leading provider of EMR‑integrated 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.

• Empower patients to share health information with their physician before, during, and after visits, helping to ensure health records are up‑to‑date and accurate while improving patient care.
• Meet the growing demand for digital solutions with online booking and secure messaging that improves the patient’s 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.

Reporting to the Vice President of Client Experience, we are looking for a passionate and results‑driven Senior Manager of Client Support, to lead a team of dedicated Technical Support Specialists. You’ll foster a culture where collaboration, growth, and accountability. You will inspire and enable your team to deliver exceptional support, utilizing a data‑driven approach and ensuring scalability. This hybrid role requires you to work 3 days per week on‑site at our Toronto office.

You are a leader with a proven ability to motivate and guide high‑performing teams to deliver exceptional client experiences in a fast‑paced 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 industry—patients and providers—is 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.
• Mentorship and team development. You will mentor and guide a newly formed team, helping individuals grow their skills and careers.
• A place to grow your career and your skills. You will have a ‘front‑row seat’ to the digital health revolution in Canada, influencing its direction and practical application.

How you will make an impact:

• Lead. You will lead, inspire, and develop a high‑performing Client Support team.
• Collaborate. You will foster cross‑functional relationships to ensure smooth collaboration with other teams.
• Day‑to‑day client enablement. You will oversee day‑to‑day client support operations, emphasizing timely and efficient handling of client engagement and requests.
• Mentor. You will mentor your team on best practices for client engagement, communication, and problem‑solving.
• Analyze. You will develop dashboards and data tracking systems to ensure continual improvement within our support ticket system and approach.

What you bring:

• The passion. You have a track record of success in managing high‑value client relationships.
• The leadership skills. You lead by example and demonstrate a hands‑on approach to support your team.
• The technical skills. You have experience scaling support operations and leverage analytics to identify and drive continuous process improvements.
• The interpersonal skills. You are an exceptional communicator and collaborator with strong emotional intelligence.

What you can expect from our interview process:

• A virtual interview with a Talent Advisor discussing your interest in the role and the company.
• An in‑person or virtual interview with the Chief Operating Officer and the Vice President, Client Experience.
• An in‑person interview with team members to understand the needs of the team and the clients.

Our culture, our team: We’re 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.

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 are transforming patient care across the country and we’ve 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.