Customer Support Coordinator

December 11, 2023

Maple (getmaple.ca)

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About Maple Maple is a virtual care platform that allows Canadians to see a doctor online within minutes — 24 hours a day, seven days a week$1. .$1

51 - 200

💰 Series B on 2020-09

Description

• 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.

Requirements

• 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.

Benefits

• Health and dental benefits, insurance: Through our Group Benefits, you’ll get access to dental benefits, extended healthcare benefits for drugs, vision, paramedical coverage (e.g. massage therapists, dieticians, mental health professionals), counseling, health service navigation, life insurance, critical illness and disability insurance, and more. • Dedicated Health Spending Account (“HSA”): An additional budget available for you to spend on health-related expenses (e.g. eyeglasses, therapy). • Dedicated Wellness Budget: Spend your budget on activities that support your physical and mental wellness. • Maple Coverage: You’ll get unlimited access to Maple for primary care, and a package of therapy consultations. • Paid Health Days: In addition to paid vacation, you’ll receive 10 Paid Health Days for you to use when you’re suddenly feeling sick and unable to work, whether it’s a physical or mental health condition, to attend healthcare appointments and procedures, or if you need to support a loved one with their healthcare needs. • Pregnancy and Parental Leave: We support parents who are welcoming a child into their life in a variety of ways, including a Supplemental Unemployment Benefit based on eligibility. • Professional Development Budget: We encourage all team members to seek opportunities for growth and learning.