Senior Manager, Client Support

Join us as we change healthcare for the better. OceanMD, a WELL Health Company, is the leading provider of EMR‑integrated Patient Engagement and eReferral tools in Canada, playing a critical role in millions of patient visits and thousands of referrals every week. Our digital healthcare solutions empower patients and physicians to overcome the barriers preventing timely delivery of healthcare services.

By replacing paper forms with digital tools, we give patients and providers secure ways to connect, share health information, and update patient records. Empower patients to share health information with their physician before, during, and after visits, helping to ensure health records are up‑to‑date and accurate while improving patient care. Meet the growing demand for digital solutions with online booking and secure messaging that improves the patient’s experience, reduces the need for unnecessary phone calls, and makes clinics more efficient.

Reporting to the Vice President of Client Experience, we are looking for a passionate and results‑driven Senior Manager of Client Support, to lead a team of dedicated Technical Support Specialists. You will inspire and enable your team to deliver exceptional support, utilizing a data‑driven approach and ensuring scalability. This hybrid role requires you to work 3 days per week on‑site at our Toronto office.

You bring a strong balance of team building, customer focus, and technical knowledge, including familiarity with a ticketing system. You will be critical in bringing our mission to life, fostering strong connections between clients and our platform, and contributing to the success of our organization. This is your chance to have a measurable impact on the success of our clients and the broader healthcare landscape.

Mentorship and team development. You will mentor and guide a newly formed team, helping individuals grow their skills and careers. You will have a ‘front‑row seat’ to the digital health revolution in Canada, influencing its direction and practical application.

You will lead,



inspire, and develop a high‑performing Client Support team. You will provide ongoing coaching, feedback, and guidance to help team members achieve their professional goals and improve their problem‑solving skills. You will set clear performance objectives and KPIs for your team and monitor progress through regular performance reviews, one‑on‑one check‑ins, and team meetings.

You will foster cross‑functional relationships to ensure smooth collaboration with other teams, including R&D;, product management, education, and government program services. You will oversee day‑to‑day client support operations, emphasizing timely and efficient handling of client engagement and requests. You will set priorities and create access to the knowledge and tools for your team to provide seamless and responsive technical support to clients.

You will empower the team to proactively manage client expectations, identify account growth opportunities, and resolve challenges. You will support your team in navigating difficult client situations and resolving issues to maintain client trust and satisfaction. You will guide team members in creating innovative, client‑centric solutions to ensure satisfaction and drive long‑term relationships.

You will develop dashboards and data tracking systems to ensure continual improvement within our support ticket system and approach. You will implement and oversee processes to ensure the accuracy and integrity of data within the Ocean environment. You will continuously assess and refine internal processes to improve service delivery, efficiency, and client satisfaction.

You will implement best practices for client support management.



You have a track record of success in managing high‑value client relationships. You are deeply passionate about connecting people with technical solutions that simplify and enhance their lives or work.

You lead by example and demonstrate a hands‑on approach to support your team, drive results, and inspire others through action. You bring demonstrated success in coaching and mentoring small to mid‑size, multi‑level teams (Tier 1–2) to deliver exceptional client support. You balance strategic vision with hands‑on leadership, set transparent KPIs for satisfaction, Service Level Agreement adherence, and resolution efficiency, and foster a culture of accountability, learning, and technical excellence.

The technical skills. You have experience scaling support operations and leverage analytics to identify and drive continuous process improvements. You are proficient with CRMs (e.g., Freshsales, Freshdesk), Business Intelligence tools, and reporting platforms.

You are an exceptional communicator and collaborator with strong emotional intelligence. You build trust across teams, translate complex technical concepts for non‑technical audiences, and engage stakeholders effectively to resolve conflicts and navigate challenging situations. A virtual interview with a Talent Advisor discussing your interest in the role and the company.

The conversation will be recorded using BrightHire, an AI‑powered video interview tool. An in‑person or virtual interview with the Chief Operating Officer and the Vice President, Client Experience to explore the fit between your skills, experience, and role. We understand the time it takes to revolutionize a paper‑based industry and develop and release high‑quality resilient, compliant, and responsive technology that is easy to use so we ensure that pace is factored into our projects and deliverables across the organization.

We look for people who share these values. Mid‑Senior level Full‑time Management, Strategy/Planning, and Analyst

📌 Senior Manager, Client Support (Toronto)
🏢 OceanMD, a WELL Health
📍 Toronto