Bilingual Customer Support Coordinator – French/English

🕒 April 21

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Maple (getmaple.ca)

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

⚕️ Healthcare Insurance

💰 Series B on 2020-09

Healthcare Insurance

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

• 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 efficiently to the appropriate internal teams. • Manage a high volume of conversations while maintaining strong attention to detail and quality. • Deliver a consistent, professional, and empathetic experience across every interaction. • Adapt quickly to updates in workflows, tools, and processes as Maple continues to grow and evolve.

🎯 Requirements

• Are fully bilingual in English and French, with strong written communication skills in both languages. • Have experience in a customer-facing role (e.g., retail, hospitality, call centre, or administrative support). • Are comfortable managing multiple priorities at once while staying organized and detail-oriented. • Communicate clearly and professionally, even when handling repetitive or high-volume interactions. • Are a 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), and communication platforms (Slack or similar), with the ability to quickly learn and navigate new systems and tools. • Experience using AI tools (e.g., ChatGPT, Claude, Gemini) to improve productivity, streamline workflows, or enhance outputs. • Stay calm and focused under pressure, maintaining quality even during busy periods. • Take ownership of your work and follow through reliably. • Nice to have: • Experience using ticketing or live chat tools (e.g., Intercom, Zendesk, Freshdesk). • Experience working in a remote or shift-based environment.

🏖️ 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. • Maple access: Virtual healthcare for you and your family, including general practitioners, paediatrics, and therapy consultations. • Flex benefits budget: An annual budget to support your growth and well-being. A portion of this budget is dedicated to learning and development through our Branch Out Budget, with the remaining amount flexible to use toward wellness expenses, additional learning, or a one-time contribution to your GRSP, so you can invest in what matters most to you. • 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.