Bilingual Customer Support Coordinator

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the primary point of contact for patients, providers, and potential customers of Maple.

• Provide clear, accurate, and timely support in response to a high volume of live chat and email inquiries.

• Assist patients and providers in navigating the platform effectively.

• Resolve common platform issues by utilizing established workflows and providing step-by-step guidance.

• Recognize issues that need escalation and direct them to the appropriate internal team.

• Handle multiple conversations while ensuring attention to detail and quality.

• Offer consistent, professional, and empathetic assistance.

• Adjust to changes in workflows, tools, and processes as needed.

• Learn and familiarize yourself with Maple's support workflows, tools, and troubleshooting processes within the first 90 days.

• Independently manage live chat and email interactions while balancing speed and precision.

• Develop sound judgment across diverse inquiries and provide feedback to enhance workflows and the knowledge base.

⛳️ Requirements

• Fully bilingual in English and French, with strong written communication skills in both languages.

• Previous experience in a customer-facing position, such as retail, hospitality, call center, or administrative support.

• Ability to manage multiple priorities while remaining organized and detail-oriented.

• Clear and professional communication during repetitive or high-volume interactions.

• Strong problem-solving skills and the capability to consistently follow structured workflows.

• Comfortable working in a digital environment, including macOS, Google Workspace (Docs, Sheets, Gmail), and Slack, with a quick learning ability for new systems.

• Familiarity with AI tools such as ChatGPT, Claude, or Gemini for enhancing productivity or streamlining tasks.

• Maintain composure and focus under pressure.

• Take ownership of tasks and ensure follow-through.

• Willingness to work evening, weekend, and holiday shifts as necessary.

• Must reside in Canada while performing work duties.

• Employment offer contingent upon a criminal record check (EPIC) and identity verification.

• Preferred: Experience with ticketing or live chat tools like Intercom, Zendesk, or Freshdesk.

• Preferred: Experience in a remote or shift-based work environment.

• A background in healthcare is not a requirement.

🏝️ Benefits

• 24/7 access to general practitioners, pediatrics, and mental health therapy for you and your family, with care commencing on day one.

• Comprehensive medical, dental, and life insurance.

• Health spending account.

• Annual flexible benefits budget for professional development, wellness expenses, or a one-time contribution to retirement savings.

• 10 dedicated health days.

• Opportunity to work internationally in eligible countries for up to five days per year.

• Group retirement savings plan.

• Three weeks of vacation.