Customer Support Coordinator

ABOUT MAPLE 

Founded in 2015, Maple is a fast-growing health tech company with a vision to power the future of healthcare by building a connected and superior experience for patients, doctors, and other types of health providers.  We offer virtual care services across multiple distribution channels, including Direct-to-Consumer ("B2C"), Employers and Private Insurers ("B2B") and Public Sector Institutions ("B2I"). With a growing network of 2,000+ healthcare providers and nearly 4 million Canadians with access to our services, Maple is one of Canada’s fastest-growing virtual care companies. 

We have established an entrepreneurial culture centered around our purpose to support people’s health and well-being, and to strengthen the healthcare system. We attribute our success to our team, who has helped us achieve numerous noteworthy awards including: Globe and Mail's #6 Top Growing Companies in Canada in 2021, #2 in Deloitte Canada’s Technology Fast 50 2021, LinkedIn's Top 10 Startups in Canada 2020, and Bay Street Bull’s The Power 50: Canada’s Most Impactful Companies 2022.

THE POSITION

In support of a high-growth mandate, we’re hiring for our next cohort of Customer Support Coordinators (CSC) to join our dynamic and highly engaged Customer Support team in April 2024. As a CSC at Maple, you’ll have the opportunity to personally impact the future of healthcare by directly assisting customers, including patients and healthcare providers, to access and use our platform. As the first point of contact for Maple’s existing and prospective customers, you’ll be responsible for delivering an amazing support experience by resolving and escalating front-line inquiries received through a variety of channels, including chat support. 

Critical to success in this role will be your passion for helping people and providing exceptional service. You are an excellent communicator and caring individual who can easily connect with others to make them feel seen, heard, and supported. You possess a strong sense of empathy and are open to diverse perspectives and feedback, proactively sharing knowledge and learning from those around you. You demonstrate strong problem-solving abilities by identifying, analyzing, and resolving issues efficiently and effectively. You are resilient in high-pressure situations and are able to maintain a positive and professional attitude at all times. 

CANDIDATE PROFILE

• The ideal candidate has previous front-line customer service experience.
• The candidate has exceptional verbal and written communication skills, demonstrating confidence and comfort in communicating with people verbally and electronically.
• Embracing an ownership mindset, the candidate is self-motivated and driven to take initiative and achieve goals. They take ownership of their work to contribute to the success of the team and the organization as a whole.
• Empathetic, humble, and caring, the candidate demonstrates high emotional intelligence with a proven track record of building trusting relationships and efficiently working in teams.
• The candidate has proven technical competency and can quickly learn and become an expert user of various software platforms. Existing experience with Google Suite, Slack, Ticketing Software, or Live Chat is considered an asset.
• Our Customer Support hours are 7:00 AM to 10:00 PM Eastern Time (“ET”), seven days a week, 365 days a year. The candidate should have the flexibility to work early morning, late evening, and weekend shifts as required.

***Not checking every box?*Please apply anyway. We understand that candidates have different experiences that may make them a fantastic fit for this position, and for Maple. We value equity, diversity, and inclusion, and we’re committed to providing fair and equal opportunities to all applicants. We also want to provide an accessible interview process, so if there’s any accommodations that would make your experience more comfortable, please let us know. KEY COMPETENCIES

• Customer Focus
• Exceptional Communicator
• Resilient
• Exemplary Team Player
• Tech Savvy