Customer Support Team Lead

Job Description Position: Customer Support Team LeadType: Full TimeLocation: Remote, CanadaSalary Range: $70,000 - $80,000 CAD per annumAbout the Company WELL Health Technologies is responsible for the development and support of the OSCAR platform, a leading Electronic Medical Record (EMR) software in Canada that supports thousands of providers and millions of patients across the country.  Our platform empowers healthcare providers by streamlining administrative tasks, enhancing clinic efficiency, and enabling more time for patient care. With features like digital patient engagement, secure messaging, and seamless integration with other healthcare systems, OSCAR Pro reduces the administrative burden on clinics and improves the overall patient experience.Position Summary As the Customer Support Team Lead, you will oversee a team of technical support analysts, ensuring they deliver high-quality service across email, phone, and ticketing channels. You’ll monitor performance, coach and mentor team members, and act as a point of escalation for complex issues. Working closely with the Director of Support and other internal departments, you’ll also be responsible for implementing training programs, monitoring quality assurance, and reporting on team performance metrics. Your leadership will help shape a positive, collaborative, and high-performing support environment that directly impacts the satisfaction of healthcare providers and patients.What you will be doing: • Manage a team of email and phone support representatives, ensuring performance targets are met.• Ensure team members are online, in queue, and maintaining their scheduled work hours; communicate scheduling changes or requests with the Director of Support.• Monitor phone calls and email support tickets for quality assurance, providing constructive feedback to team members.• Develop and implement training programs for new hires and ongoing skill development for existing team members in collaboration with the Director of Support.• Collaborate cross-functionally with departments such as Product Development, QA, and Account Management to resolve customer inquiries and systemic issues.• Track and analyze team performance metrics, identifying trends and recommending process improvements.• Identify opportunities to enhance support processes and actively facilitate or participate in departmental projects aimed at improving efficiency, service quality, and customer satisfaction.• Create and maintain documentation of support processes and procedures.• Provide regular updates and reports to the Director of Support regarding team performance and client feedback.• Serve as a point of escalation for complex or sensitive client issues, engaging the Director of Support when needed.• Foster a collaborative, supportive, and positive team environment.You have: • Minimum of 5+ years in customer support or technical support, with at least 2 years in a supervisory or team lead role, preferably in the healthcare technology or EMR industry.• Strong understanding of EMR systems, including configuration, troubleshooting, and workflows; familiarity with healthcare terminology, workflows, and regulatory requirements (HIPAA, etc.).• Proficiency with support ticketing systems (e.g., Zendesk, Jira) and remote support tools.• Proven ability to lead, mentor, and develop a team of support professionals.• Excellent verbal and written communication, with the ability to explain technical information clearly to both technical and non-technical audiences.• Strong customer service orientation, with experience handling escalations and resolving complex client issues effectively and professionally.• Exceptional problem-solving skills with the ability to analyze support metrics, identify trends, and implement improvements.• Experience working with cross-functional teams and presenting updates to management.• Strong time-management abilities with the capacity to manage multiple priorities and meet deadlines in a fast-paced environment.Nice to have: • Prior experience with OSCAR EMR or other healthcare software solutions.• Knowledge of OHIP or BCP billing processes.• Technical knowledge of Linux, Tomcat, MySQL, or related technologies.• Hands-on experience working with doctors’ offices or medical practices.• Interest in technology and process optimization.The salary offered for this position falls within a specified salary range and will be determined based on a variety of factors, including but not limited to the candidate's experience, qualifications, skills, and the specific needs of the organization.  At WELL, we believe in fair and equitable compensation, and our goal is to offer a competitive salary that reflects the value and expertise of the selected candidate.  WELL is committed to supporting a diverse, inclusive, and accessible workplace. We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and perspective. We strive to create an inclusive workplace where differences are celebrated and fuel our success – this is the WELL Way  WELL has been independently certified as a Great Place to Work® by Great Place to Work Institute® Canada, an achievement that reflects the company’s strong commitment to creating a workplace culture centered on trust, inclusivity, and employee well-being, aligning with its ‘Healthy Place to Work’ ESG strategy pillar. WELL Health Stories: https://stories.well.company/PIccf079ff7a30-30511-38504584