Patient Support & Experience Lead (Canada)

TL;DR

Patient Support & Experience Lead (Canada): Leading and optimizing patient support experience across onboarding, treatment, and ongoing care with an accent on operational workflow design, critical issue resolution, and performance driven by data. Focus on implementing scalable processes, preventing recurrence of high-impact patient issues, and supporting cross-functional expansion in Canada.

Location: Hybrid (Toronto, Canada)

Company

hirify.global is a digital healthcare company focused on providing long-term care for chronic conditions, especially weight management, through combining GLP-1 medication with personalised care.

What you will do

• Lead Support Associates and Medical Support Associates, owning the end-to-end patient support experience.
• Design and optimize operational workflows to improve coordination between support, clinical, and pharmacy teams.
• Act as the escalation point for critical issues and implement long-term solutions to prevent recurrence.
• Drive performance through data by building dashboards and conducting root-cause analyses.
• Support cross-functional expansion projects to scale the Canada business.

Requirements

• 4-5+ years of experience in customer support or service, ideally in a fast-paced or regulated environment like healthtech or consumer startups.
• Team leadership experience, having managed or mentored others.
• Fluency in English with excellent written and verbal communication skills.
• Strong analytical and problem-solving skills, with ability to model solutions in Excel / Google Sheets.
• Highly organised and adaptable, proactive, and detail-oriented.
• Empathetic and patient-first mindset.

Nice to have

• Experience working in digital health, telemedicine, or healthcare services.
• Familiarity with ticketing systems (e.g., Zendesk) or patient care tools.
• Exposure to hiring, workforce planning, or scheduling.
• Fluency in French.

Culture & Benefits

• Goal to support 1 million patients globally and build a truly preventive healthcare ecosystem.
• Opportunity to build something world-changing and make real impact on patient outcomes.
• Accelerate your growth with high ownership, continuous feedback, and dedicated development support.
• Collaborate with talented peers to solve complex clinical and operational problems at scale.
• Access a professional development budget and 3 days of professional development leave.
• Private medical insurance (Silver plan) and private pension (0% coverage).
• Enjoy 20 days of annual leave, 10 days of sick leave, and flexibility designed to support sustainable work.