Patient Support & Experience Lead (Canada)

TL;DR

Patient Support & Experience Lead (MedTech): Leading support operations and medical support teams to optimize the end-to-end patient care journey across Canada with an accent on operational workflow design, team mentorship, and cross-functional collaboration. Focus on building data-backed process improvements, resolving complex patient escalations, and scaling clinical service delivery within a fast-paced healthtech environment.

Location: Must be based in Canada

Company

hirify.global is a fast-growing digital healthcare company building long-term, evidence-based care solutions for chronic conditions across global markets.

What you will do

• Lead and mentor a team of Support and Medical Support Associates to ensure exceptional patient experiences.
• Design and optimize operational workflows to improve coordination between support, clinical, and pharmacy teams.
• Act as the primary escalation point for high-impact patient issues and drive long-term process resolutions.
• Leverage data and analytics to build dashboards, perform root-cause analysis, and improve team quality and efficiency.
• Partner with product, operations, and growth teams to scale and expand the business in Canada.

Requirements

• 4-5+ years of experience in customer support or service, ideally in healthtech, consumer startups, or logistics.
• Proven team leadership experience with a desire to grow into people management.
• Fluency in English with excellent written and verbal communication skills.
• Strong analytical skills with proficiency in Excel or Google Sheets for data-driven modeling.
• Highly organized, adaptable, and capable of managing shifting priorities.
• Empathetic mindset with a genuine passion for patient care.

Nice to have

• Experience in digital health, telemedicine, or healthcare services.
• Familiarity with ticketing systems such as Zendesk.
• Exposure to workforce planning, scheduling, or hiring processes.
• Fluency in French.

Culture & Benefits

• Private medical insurance (Silver plan) and private pension coverage.
• 20 days of annual leave and 10 days of sick leave.
• Professional development budget and 3 days of dedicated development leave.
• Supportive, flexible working environment focused on sustainable work-life balance.
• Opportunity to build global healthcare solutions impacting millions of patients.