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 United States.

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.

Requirements

• 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.

Benefits

• Competitive annual salary ranging from CAD $100,000 to $120,000.
• 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.