Customer Service Team Lead managing escalations, quality, schedules, and CSR support. Delivering customer experience solutions for pharmaceutical, healthcare, food, and consumer brands.
About the role
- Bilingual Customer Support Coordinator supporting patients and providers through Maple's Canadian on-demand healthcare platform. Resolving platform issues via high-volume live chat and email.
Responsibilities
- 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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