Bilingual Customer Support Coordinator

Summary

Join Maple's Customer Support team as a Bilingual Customer Support Coordinator! You'll be the first point of contact for patients, providers, and customers, troubleshooting issues and navigating our platform via live chat and email. This role requires strong communication skills in French and English, customer service experience, and problem-solving abilities. You'll work within our ticketing system, efficiently managing multiple conversations while ensuring a positive customer experience. Maple offers a competitive benefits package including health, dental, and life insurance, a health spending account, wellness budget, Maple access, paid health days, a retirement savings plan, and a professional development budget. The position is fully remote within Canada (excluding Quebec) and requires flexibility to work various shifts.

Requirements

• Strong written communication skills in French and English
• Customer-facing experience (e.g., retail, hospitality, call centers, or administrative roles with customer interaction)
• Tech-savvy and comfortable learning and navigating multiple systems
• A natural problem-solver who can break down issues into clear, simple steps
• Friendly, patient, and professional, able to handle customer interactions with empathy and efficiency

Responsibilities

• Help customers with confidence: respond to live chat and email inquiries in French and English, following predefined workflows to provide quick, accurate solutions
• Troubleshoot and problem-solve: guide users through basic troubleshooting steps, helping them get back on track
• Know when to escalate: identify issues that need a deeper dive and seamlessly pass them to the right team
• Keep things moving: manage multiple conversations efficiently while ensuring a great customer experience
• Stay adaptable: work in a dynamic, fast-moving environment, adjusting to new processes and updates as Maple continues to grow

Preferred Qualifications

Experience using ticketing systems or live chat platforms (e.g., Zendesk, Freshdesk, Intercom)

Benefits

• Competitive benefits package: health, dental, counselling, and life insurance coverage to care for you and your loved ones
• Health spending account: extra funds for wellness essentials like eyeglasses, therapy, and more
• Wellness budget: recharge with activities that fuel your well-being—fitness classes, mindfulness tools, and beyond
• Maple access: virtual healthcare for you and your family, including general practitioners, pediatrics, and therapy consultations
• Paid health days: 10 extra days for when life happens—rest, appointments, or caregiving included
• Destination5: work internationally in eligible countries for up to 5 days per year. Adventure, uninterrupted
• Retirement savings plan: invest in your future with our group retirement savings plan
• Branch out budget: $1,000 annually to pursue professional development and fuel your growth
• Paid time off: 2 weeks