[Hiring] Director, Support Services @Harris Computer

Role Description

CareTracker, a division of Harris, is seeking a Director of Support who will be responsible for leading and evolving the Client Support organization to deliver exceptional customer experience while driving operational performance, scalability, and continuous improvement.

• Oversee the people, processes, technology, and performance of the Support function.
• Ensure alignment with business objectives and service level expectations.
• Partner closely with Product, Engineering, Customer Success, Professional Services, and Executive Leadership.
• Advocate for customers, improve product quality, and strengthen end-to-end service delivery.
• Requires deep healthcare technology experience, strong operational and analytical discipline.
• Proven track record of successfully leading enterprise software support organizations.
• Remote role welcoming candidates anywhere in Canada and the US.
• Travel required as needed, approximately 20%.
• Candidates must hold a current, valid passport and be legally eligible to travel internationally.
• Preference for candidates who can work in EST timezone.

Qualifications

• 8+ years of progressive leadership experience in Client Support or Technical Support.
• Demonstrated success leading a healthcare technology Support organization.
• Deep understanding of healthcare software, Practice Management and EMR/EHR platforms.
• Proven experience building and scaling support organizations through process improvement.
• Strong financial acumen with experience managing departmental budgets.
• Exceptional executive communication skills.
• Track record of developing leaders and building succession pipelines.
• Ability to evaluate complex operational challenges and make strategic decisions.
• Comfort with transforming support organizations through AI and automation.

Requirements

• Experience leading Support within a SaaS or healthcare technology organization.
• Strong financial acumen, with experience managing recurring revenue forecasts.
• Demonstrated success building high-performing leadership teams.
• Experience managing executive-level customer relationships and high-profile escalations.
• Evidence of progression into increasingly strategic leadership roles.
• Experience with Microsoft Dynamics 365 CRM.

Benefits

• 3 weeks’ vacation and 5 personal days.
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment.
• Employee stock ownership and RRSP/401k matching programs.
• Lifestyle rewards.
• Remote work and more!