Director, Support Services (Medtech)

TL;DR

Director, Support Services (Medtech): Leading and evolving the Client Support organization for a healthcare technology provider with an accent on operational performance, scalability, and continuous improvement. Focus on driving AI adoption, managing enterprise software support, and strengthening end-to-end service delivery.

Location: Remote (Must be based in the US or Canada). Preference for EST timezone.

Salary: $100k - $120k

Company

hirify.global (CareTracker division) is a leading provider of cloud-based Electronic Health Records (EHR) and Practice Management solutions for healthcare providers.

What you will do

• Develop and execute the long-term vision, strategy, and operating model for the Client Support organization.
• Drive the adoption of automation, AI, and knowledge management to increase efficiency and enhance customer experience.
• Own departmental KPIs, including CSAT, SLA attainment, response/resolution times, and backlog health.
• Act as the primary escalation point for strategic customer issues and critical incidents.
• Partner with Product and R&D to translate customer feedback into product enhancements and improve software quality.
• Mentor, coach, and develop managers and future leaders within the Support organization.

Requirements

• 8+ years of progressive leadership experience in Client Support or Technical Support, including managing other managers.
• Demonstrated success leading a healthcare technology Support organization (EMR, EHR, or Practice Management).
• Must be based in the United States or Canada.
• Must hold a valid passport and be legally eligible for international travel (US, Canada, Caribbean).
• Strong financial acumen with experience in budgeting, workforce planning, and operational metrics.
• Comfort with transforming support organizations through AI and digital initiatives.

Nice to have

• Experience leading Support within a SaaS organization serving ambulatory or provider markets.
• Experience managing executive-level customer relationships and high-profile escalations.
• Proficiency with Microsoft Dynamics 365 CRM.

Culture & Benefits

• 3 weeks’ vacation and 5 personal days.
• Comprehensive Medical, Dental, and Vision benefits starting from day one.
• Employee stock ownership and RRSP/401k matching programs.
• Remote work flexibility and lifestyle rewards.