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To be the leading provider of next-generation healthcare solutions

Customer Support Representative

$39k – $42k • 0.0% – 0.05%
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About our Vision

We believe that in the future, the majority of wellness and medical care interactions will occur digitally. The overall physical clinic footprint as it's known today will be drastically reduced, as the home and the community become the main locus for care, aided by wearable and peripherals technology, as well as artificial intelligence (“AI”). Hospitals will be centers of excellence dedicated to specialized and emergency care. Our vision is to have Maple be the primary way healthcare providers and patients choose to deliver and access care, as Maple becomes an open-source system for anyone to connect into for wellness and care encounters, supported by a legendary user experience and integrated digital health record keeping.

About the Opportunity

Maple is looking for a Customer Support Representative to join our fast-growing team. Reporting to the Manager, Client Success, you will be responsible for providing real-time support to users, corporate clients, and healthcare providers via live-chat through an app called Intercom. Our customer support schedule currently runs from 7am to 10pm Eastern Time (“ET”), seven days a week, 365 days a year.

You’re an excellent communicator with a genuine passion for helping others. You enjoy thinking creatively and working through challenges. You’re highly organized and you can manage multiple priorities at the same time.

Responsibilities

● Quickly learn and keep up with our products and services, and the support needs of various customer segments (e.g. patients, healthcare providers, corporate clients, etc.)
● Be the face and voice of Maple with every client interaction
● Provide day-to-day customer support via in-app chat
● Solve and respond to issues and feedback in real time
● Flexibility to work morning, evening, and weekend shifts regularly
● Champion Maple’s mission to make healthcare more accessible

Qualifications / Desired Skills:

● Excellent verbal and written communication skills, including clarity and diplomacy
Strong organizational skills & process-oriented
● A belief in the idea that collaboration, connection, and open communication always lead to a better outcome
● A self-starter able to learn new tools quickly and work in a fast-paced and ambiguous environment
● Technologically adept, able to quickly learn and become an expert user of software platforms
● Hard-working, detail-oriented, and committed to the success of the broader Maple team
● Positive and vibrant attitude
● Being bilingual in French is an asset

Other Information:
● Job Type: Full-time
● Title: Customer Support Representative
● Reports to: Manager, Client Success
● Hours of Work: 40-44 hours on a schedule basis
● Hourly Pay: $18.75 - $20.50
● Equity compensation: available, to be determined
● Paid Vacation: 3 weeks
● Benefits: Comprehensive health & dental benefits + complimentary access to Maple
● Maternity & Parental Leave Benefits: Up to $8,000 supplemental unemployment benefit ("SUB”)
● 10 emergency days, 5 of which are fully paid
● Location: Remote
● Start Date: December 2019

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