Manager, Customer Support (Senior Care)

TL;DR

Manager, Customer Support (Senior Care) (Customer Operations): Leading a team of Solutions Analysts supporting senior care providers with an accent on service quality, coaching, escalation management, and operational improvement. Focus on building effective support processes, implementing tools and systems changes, and coordinating complex customer issues across Product, SaaS Operations, and Customer Success.

Location: Remote within Canada or onsite in Mississauga; remote employees may be required to travel to the Mississauga and/or Salt Lake City offices for onboarding, team events, and annual or semi-annual meetings.

Salary: CAD 85,000–105,000 per year, plus full-time employee benefits.

Company

hirify.global is a privately held health technology company providing a healthcare platform and long-term and post-acute care data solutions to more than 30,000 provider organizations.

What you will do

• Lead, mentor, motivate, and develop a team of customer-focused Solutions Analysts.
• Oversee daily support operations, customer satisfaction, service quality, call audits, and case audits.
• Manage escalations for high-impact customer issues and coordinate resolutions with Customer Success.
• Partner with Product, SaaS Operations, and other internal teams on issue identification, prioritization, and escalation.
• Lead process, tool, and system improvement projects, including implementation of operational changes.
• Establish best practices, quality controls, performance standards, hiring, training, and performance reviews.

Requirements

• 4+ years of business experience in a customer support environment.
• 3+ years of demonstrated management or leadership experience.
• Post-secondary degree or diploma.
• Experience coaching, developing, mentoring, and managing team performance.
• Ability to communicate clearly in verbal and written formats and manage a fast-paced environment.
• Must be able to work remotely within Canada or onsite in Mississauga; remote travel to designated offices is required for specific company events.

Nice to have

• Experience using Microsoft 365 Copilot.
• Knowledge-Centered Support experience.
• Experience with Workforce Management applications.

Culture & Benefits

• Mission-driven work supporting better healthcare delivery and senior care.
• AI tools are integrated into daily workflows, with ongoing training and development.
• Benefits begin on the first day of employment.
• Retirement plan matching, flexible paid time off, wellness programs, and employee assistance resources.
• Parental and caregiver leave, fertility and adoption support, continuous development support, and inclusion communities.