Customer Support Coordinators

Role overview A customer support role acting as the first point of contact for patients, providers, and prospective customers of an on-demand healthcare platform. Coordinators handle a high volume of live chat and email conversations, follow established workflows, troubleshoot common issues, and escalate more complex cases to specialized teams.

Responsibilities - Respond to live chat and email inquiries, delivering clear, accurate, and timely support to patients and providers. - Troubleshoot common platform issues by following established workflows and guiding users through step-by-step solutions. - Identify when issues require escalation and route them to the right internal team quickly. - Manage a high volume of conversations while maintaining attention to detail and quality. - Deliver a consistent, professional, and empathetic experience in every interaction. - Adapt quickly to changes in workflows, tools, and processes as the platform evolves.

Requirements - Experience in a customer-facing role such as retail, hospitality, call centre, or administrative support. - Comfortable juggling multiple priorities while staying organized and detail-oriented. - Clear, professional communicator, even when handling repetitive or high-volume interactions. - Practical problem-solver who can follow structured workflows and apply them consistently. - Confident working in a digital environment including macOS, Google Workspace (Docs, Sheets, Gmail), Slack, and similar tools; quick to pick up new systems. - Experience using AI tools (e.g., ChatGPT, Claude, Gemini) to boost productivity or streamline work. - Calm and focused under pressure during busy periods. - Takes ownership of work and follows through consistently.

Nice to have - Experience with ticketing or live chat tools such as Intercom, Zendesk, or Freshdesk. - Experience working in a remote or shift-based environment. - A healthcare background is not required; the role focuses on platform support and troubleshooting, not medical advice.

Benefits and work setup - Fully remote within Canada; candidates must be physically located in Canada. - Support hours: 7:00 AM–10:00 PM Eastern Time, seven days a week, 365 days a year; primarily hiring to cover evenings, weekends, and holidays. - Full-time (40–44 hours/week) or part-time (25–30 hours/week). - Pay range: $19.35–$20.75 hourly, with three weeks of vacation. - Benefits include 24/7 access to general practitioners, pediatrics, and mental health therapy for employees and family starting day one; medical, dental, and life insurance; a health spending account; an annual flex benefit budget for professional development, wellness, or retirement; 10 health days; destination days allowing remote work in eligible countries up to five days per year; and a group retirement savings plan. - Start date: October 2026. Offers are subject to a criminal record check and identity verification.