Bilingual Customer Support Coordinator

🕒 September 16

🇨🇦 Canada – Remote

💵 $21 - $23 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Maple (getmaple.ca)

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

💼 Consulting

📣 Marketing

🏥 Healthcare

💰 Series B on 2020-09

Consulting • Marketing • Healthcare

Maple is a Canadian company that provides virtual healthcare solutions, enabling individuals and families to access a wide range of medical services from their smartphones or computers. Through its platform, users can connect with licensed doctors and nurse practitioners in minutes, benefiting from services such as online prescriptions, sick notes, lab work, and access to various specialists without a referral. Maple offers 24/7 access to healthcare, including pediatric care, and aims to transform the traditional healthcare experience by making medical care more accessible and convenient. Trusted by millions of Canadians, Maple emphasizes preventive care and provides resources for mental health, dermatology, endocrinology, and more. With its emphasis on proactive health management and flexible membership options, Maple is positioned at the forefront of virtual healthcare innovation.

📋 Description

• Serve as the first point of contact for Maple's patients, providers and prospective customers • Respond to high-volume live chat and email inquiries with clear, accurate and timely support • Help patients and providers navigate the platform • Troubleshoot common platform issues using established workflows and step-by-step guidance • Identify issues requiring escalation and route them to the appropriate internal team • Manage many conversations while maintaining detail and quality • Deliver consistent, professional and empathetic support • Adapt to changes in workflows, tools and processes • Learn Maple's support workflows, tools and troubleshooting processes during the first 90 days • Independently manage live chat and email conversations while balancing speed and accuracy • Build judgment across varied inquiries and provide feedback to improve workflows and the knowledge base

🎯 Requirements

• Fully bilingual in English and French, with strong written communication skills in both languages • Experience in a customer-facing role, e.g. retail, hospitality, call centre or administrative support • Comfortable juggling multiple priorities while staying organized and detail-oriented • Clear, professional communication during repetitive or high-volume interactions • Practical problem-solving skills and ability to follow structured workflows consistently • Confident working in a digital environment, including macOS, Google Workspace (Docs, Sheets, Gmail) and Slack, and quick to learn new systems • Experience using AI tools such as ChatGPT, Claude or Gemini to boost productivity or streamline work • Calm and focused under pressure • Takes ownership of work and follows through • Flexibility to work evening, weekend and holiday shifts as required • Must be physically located in Canada while working • Employment offer subject to criminal record check (EPIC) and identity verification • Nice to have: experience with ticketing or live chat tools such as Intercom, Zendesk or Freshdesk • Nice to have: experience working in a remote or shift-based environment • Healthcare background is not required

🏖️ Benefits

• 24/7 access to general practitioners, pediatrics and mental health therapy for you and your family, with care starting on day one • Medical, dental and life insurance • Health spending account • Annual flex benefits budget for professional development, wellness expenses or a one-time boost to retirement savings • 10 dedicated health days • Work internationally in eligible countries for up to five days per year • Group retirement savings plan • 3 weeks vacation

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