Customer Support Coordinators

Summary

Join Maple's Customer Support team as a Customer Support Coordinator and become the first point of contact for patients, providers, and prospective customers. You will troubleshoot issues, navigate the platform via live chat and email, and utilize the Intercom ticketing system. This role demands efficiency, empathy, and clarity, ensuring quick and smooth resolutions for end-users. You will play a crucial role in maintaining Maple's high standards for customer care. The position is fully remote within Canada and requires flexibility to work various shifts, including early mornings, late evenings, weekends, and holidays. Applications close August 4th.

Requirements

• Strong written communication skills
• 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

• Support customers with confidence: Respond to live chat and email inquiries, 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) is an asset but not required

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
• 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