Senior Manager, Client Support

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 the 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 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.

Who We Need

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.

Who You Are

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. 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 'front-row 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 purpose-driven organization.

How You Will Make An Impact:

• Lead. You will lead, inspire, and develop a high-performing Client Support team. You will provide ongoing coaching, feedback, and guidance to help team members achieve their professional goals and improve their problem-solving skills. You will set clear performance objectives and KPIs for your team and monitor progress through regular performance reviews, one-on-one check-ins, and team meetings.
• Collaborate. You will foster cross-functional relationships to ensure smooth collaboration with other teams, including R&D, product management, education, and government program services.
• Day-to-day client enablement. You will oversee day-to-day 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 problem-solving. 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, client-centric solutions to ensure satisfaction and drive long-term 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 high-value 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 hands-on approach to support your team, drive results, and inspire others through action. You bring demonstrated success in coaching and mentoring small to mid-size, multi-level teams (Tier 1–2) to deliver exceptional client support. You balance strategic vision with hands-on 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 AI-powered video interview tool. More details will be shared when you are invited to interview.
• An in-person or virtual interview with the Chief Operating Officer and the Vice President, Client Experience to explore the fit between your skills, experience, and the role.
• An in-person interview with team members to understand the needs of the team and the clients. This will also allow you to ask questions about the company's culture and meet with future collaborators and peers.

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 and we firmly believe that we can do our best work with realistic deadlines and transparent communication about where we are and what's next for us as an organization. We understand the time it takes to revolutionize a paper-based industry and develop and release high-quality 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.

Our focus is your growth and professional satisfaction, resulting in clear opportunities to help us scale and be better through your ideas, and the chance to be part of projects, and try new things. We are dedicated to our team, and we strongly believe that family comes first. To that end, we strive to find opportunities to support balance in the workplace and between work and home. As part of this, we have flexible hours, regular opportunities for social get-togethers, and meeting-free Friday afternoons.

Everyone here is deeply committed to what we can do - and the potential we have to do more. As a result, we provide an opportunity for Cognisant Causes, our name for passion projects in healthcare where no funding is available and a little technical expertise and time is needed to make a big difference. It's a way to give back and to add further meaning to what you do here.

A Note On Values

We value ethical behaviour above all else. We care about each other and we respect