Manager Technical Support

Location: Remote (U.S. or Canada)

Department: Support

Employment Type: Full-Time

Reports To: Director, Technical Support

Travel: Minimal (<10%)

Position Summary The Manager, Technical Support – Revenue Cycle leads teams supporting healthcare revenue cycle applications across registration, scheduling, financial management, and medical records applications. 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 Professional 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
  • Bachelor’s 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.
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