Customer Support Manager, Healthtech

6 months ago

Toronto, Canada OceanMD Full time

**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 Senior Director, Client Relations, we are adding a **Customer Support Manager** to our team. In this newly created role, you will be critical in supporting Ocean users and ensuring a positive product experience through timely and effective issue resolution. You will be a support liaison to both internal and external teams, acting as a point of escalation and expertise. You will assist the team in providing support and coordinating and deploying support tools and services. You will manage and grow a team of support specialists, increasing their skills and knowledge with a focus on providing an exceptional customer support experience. In addition, you will act as a champion of the team and the customers, working with leadership in product, sales, and development to ensure we continuously meet the needs of our customers.
- This is a hybrid role requiring work in-office two days per week._

**Who you are**

You are passionate about the opportunity to improve the healthcare industry. You are looking for that rare opportunity that combines digital or e-health, bridges the private and public sectors, and impacts the clinical and patient care level. You have strong customer engagement skills, experience working with or deploying digital health tools in a clinical setting and a proven track record in building and mentoring teams.

**What's in it for you**

**_ Impact and influence._** You will play an essential role in bringing our mission to light and solving real problems on live products. You want to make a difference in how Canadians experience the healthcare system and empower patients and physicians with the technology they need to streamline access to information.

**_ A place to grow your career and your skills. _**You will immerse yourself in learning about what we do, understanding the impact we make on the lives of Canadians - established and new, young and old - as we bring an empowering service to them. We are looking for individuals who want to commit to our work, take our offerings to the next level and beyond, and help us grow as a company. In turn, as we continue to scale, we will take you on the journey with us; with opportunities for professional development, recognition, and growth.

**_ Leadership. _**You will be a critical part of our people-first mission, making a measurable difference to our success and that of our clients. You will have the autonomy to set standards, improve processes, and champion customer support. Customer success and satisfaction are paramount to our growth strategy.

**How you will make an impact**
- _ Lead. _You will oversee a group of five direct reports to build product knowledge, instill best practices, promote career development, and ensure high retention. You will increase employee engagement through the design and deployment of action plans.
- _ Support._ You will lead and coordinate major incident responses, ensuring timely resolution and effective stakeholder communication. You will conduct reviews to identify areas for improvement and implement corrective actions.
- Collaborate. You will work with the Support Team Lead and leaders across the business to identify and implement cross-team process improvements to enhance service delivery.
- _ Advocate. _You will represent customer needs, solving problems, and finding new ways to add value to the client experience. You will be the primary contact point for external Tier 1 support teams to ensure processes are followed, managing escalations as needed.
- _ Coordinate. _You will manage scheduling of the Customer Support Analysts and resources to meet service agreements for external and internal customers.
- _ Strategize._ You will provide data and reporting of KPIs and trends on an ad-hoc, weekly, and monthly basis to ensure continual improvement within our support ticket system and appr

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