Customer Support Coordinator

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

📋 Description

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

• Provide prompt, accurate, and clear responses to inquiries received via live chat and email.

• Assist users in navigating the platform and resolving any issues they encounter.

• Troubleshoot common platform problems by following established workflows and step-by-step instructions.

• Recognize issues that need to be escalated and direct them to the relevant internal team.

• Handle a high volume of conversations while ensuring attention to detail and quality.

• Offer a consistent, professional, and empathetic support experience.

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

• Become proficient in support workflows, tools, and troubleshooting methods within the first 90 days.

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

• Develop judgment across various inquiries and provide constructive feedback to enhance workflows and the knowledge base.

⛳️ Requirements

• Background 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.

• Maintain clear, professional communication during repetitive or high-volume interactions.

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

• Comfortable working in a digital environment, including macOS, Google Workspace (Docs, Sheets, Gmail), and Slack.

• Quick learner when it comes to new systems.

• Familiarity with AI tools such as ChatGPT, Claude, or Gemini to enhance productivity or streamline work processes.

• Stay calm and focused under pressure.

• Take ownership of tasks and ensure follow-through.

• Flexibility to work evenings, weekends, and holidays as needed.

• Must reside in Canada while performing work duties.

• Employment is subject to a criminal record check (EPIC) and identity verification.

• Additional verification of employment or education may be required based on role specifications.

• Preferred: experience with ticketing or live chat platforms such as Intercom, Zendesk, or Freshdesk.

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

🏝️ Benefits

• 24/7 access to general practitioners, pediatric services, and mental health therapy for you and your family, starting from day one.

• Comprehensive medical, dental, and life insurance coverage.

• Health spending account available.

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

• 10 dedicated health days per year.

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

• Group retirement savings plan offered.

• Three weeks of vacation time.