Location: Remote (U.S. or Canada) Department: Support Employment Type: Full-Time Reports To: Director, Technical Support Travel: Minimal ( This role combines people leadership, technical expertise, operational excellence, and data-driven decision-making to deliver exceptional customer outcomes.

The ideal candidate is an analytical and customer-focused leader with experience building high-performing teams and driving operational improvements.

They will champion innovation, including the responsible adoption of AI technologies to improve efficiency, service quality, and customer experience.

Key Responsibilities Leadership & Team Development Lead and develop medium-sized, geographically distributed support teams.

Foster a culture of accountability, collaboration, and continuous improvement.

Serve as an escalation point for critical customer issues.

Lead workforce planning, staffing, capacity management, and resource allocation across support operations.

Manage performance, employee development, and succession planning.

Support Operations Oversee support for Financial Management, Patient Registration, Scheduling, and Medical Records applications.

Drive operational performance, including SLA attainment, customer satisfaction, and support efficiency metrics.

Establish operational priorities and ensure alignment with departmental goals.

Contribute to departmental strategy and annual planning.

Partner with Product, Engineering, Customer Success, and Qualified Services to resolve complex issues, improve product quality, and advocate for customer needs.

Analytics & Continuous Improvement Analyze support data to identify trends, root causes, and process improvements.





Develop dashboards and reports to measure operational performance and customer outcomes.

Lead initiatives that improve productivity, issue resolution, and service delivery.

Use operational insights to influence product and support strategies. AI & Innovation Drive adoption of AI and automation technologies to improve productivity, knowledge management, and customer experience.

Establish best practices and training for responsible use of AI tools.

Evaluate emerging technologies and identify opportunities to enhance support operations.

Required Qualifications Bachelors degree in Information Technology, Business, Healthcare Administration, or a related field, or equivalent experience.

Background supporting healthcare revenue cycle, financial, registration, scheduling, or medical records solutions.

Strong analytical, problem-solving, and decision-making skills.

Excellent communication and relationship-building abilities.

Experience managing customer escalations and driving successful outcomes.

Proven success leading and developing technical support teams, driving organizational change, and using analytics to improve operational performance. 7+ years of experience in technical support, healthcare IT, or customer operations,



including 3+ years in a people leadership role.

Experience with CRM, case management, reporting, or knowledge management platforms.

Preferred Qualifications Experience with healthcare software, revenue cycle management, or health information systems.

Familiarity with SQL, reporting tools, or basic technical troubleshooting.

Knowledge of ITIL or service management frameworks.

Experience with process automation, AI-enabled support tools, or knowledge management platforms.

Familiarity with generative AI, copilots, chatbots, and related technologies.

Success Measures A successful Manager of Support in this role is: * Operationally disciplined keeps teams aligned, efficient, and predictable. * Customer centric understands the urgency and impact of issues in clinical and financial workflows. * Technically fluent able to interpret system behavior, data flows, and integration points. * Calm under pressure excels during outages, billing deadlines, and high severity incidents. * Strategic improves processes, reduces friction, and strengthens the support ecosystem.

Working Arrangements * Remote position based in the United States or Canada. * Standard work week, with additional hours as business needs require. * Participation in on-call and after-hours support during peak periods, including month-, quarter-, and year-end processing. PTO may be limited during these periods to support business operations.

The potential salary range for this role is $85,000 to $95,000 CAD / / $100,000-$110,000 USD per year will be based on experience, skills, market conditions, and internal equity.

📌 Manager Technical Support (Victoria)
🏢 Altera Canada
📍 Victoria