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: LinkedIn's Top 10 Startups, Deloitte Canada’s Technology Fast 50, Globe & Mail's Top Growing Companies in Canada, North America’s Inspiring Workplaces, and Glory Professional’s The Power 50: Canada’s Most Impactful Companies. THE POSITION Are you a strong communicator who thrives in a fast-paced environment? Do you enjoy solving problems and helping people? We’re looking for Customer Support Coordinators (CSCs) to join our Customer Support team starting in March/April. As a CSC at Maple, you’ll be the first point of contact for our patients, providers, and prospective customers. You'll help them troubleshoot issues and navigate our platform through live chat and email. You’ll work within our ticketing system (Intercom), following clear workflows to resolve inquiries while escalating more complex issues as needed. This role is all about efficiency, empathy, and clarity—helping end-users get the answers they need quickly and smoothly. You’ll play an important role in keeping things running behind the scenes, ensuring that every interaction is professional, friendly, and aligned with Maple’s high standards for customer care. Applications will close on February 14th. After that, we’ll review all applications and reach out to those moving forward. YOUR IMPACT - **Help customers with confidence:** respond to live chat and email inquiries, following predefined workflows to provide quick, accurate solutions. - **Troubleshoot and problem-solve:** guide users through basic troubleshooting steps, helping them get back on track. - **Know when to escalate:** identify issues that need a deeper dive and seamlessly pass them to the right team. - **Keep things moving:** manage multiple conversations efficiently while ensuring a great customer experience. - **Stay adaptable:** work in a dynamic, fast-moving environment, adjusting to new processes and updates as Maple continues to grow. **12-18 MONTH DELIVERABLES** In your first 90 days, you’ll become familiar with Maple’s support workflows, ticketing system, and troubleshooting guides, confidently handling live chat and email inquiries while learning when to escalate issues. You’ll focus on managing multiple conversations efficiently, ensuring quick and accurate responses, and contributing feedback to improve internal knowledge bases and processes. Over the next 12–18 months, you’ll continue delivering efficient, high-quality support, adapting to new platform updates, workflows, and technologies. You’ll help streamline ticketing processes, ensuring smooth escalations and better issue resolution, while maintaining fast response times and a seamless customer experience as Maple scales. CANDIDATE PROFILE - Strong written communication skills. - Customer-facing experience (e.g., retail, hospitality, call centers, or administrative roles with customer interaction). - Tech-savvy and comfortable learning and navigating multiple systems. - A natural problem-solver who can break down issues into clear, simple steps. - Friendly, patient, and professional, able to handle customer interactions with empathy and efficiency. - Experience using ticketing systems or live chat platforms (e.g., Zendesk, Freshdesk, Intercom) is an asset but not required. - A healthcare background is not required. This role is focused on troubleshooting and platform support—not medical advice. ***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.* CULTURE AND ORGANIZATIONAL FIT - **Passionate:** we believe deeply in our company’s purpose and what we’re trying to accomplish as a team. We want all colleagues to feel passionate about improving access to high-quality healthcare through the power of technology, and to make a positive impact with the work we do, where we work, and in the community. - **Supportive:** we’re a diverse community that recognizes and embraces the individual differences of our people. We have fun coming to work and bringing the best out of each other. We value and encourage different and diverse perspectives from all parts of the organization. - **United:** we leave our egos at the door and act with humility. We work collaboratively to overcome obstacles that arise, and we’re united in our purpose and bringing our ambitious goals to life. - **Creative:** we challenge the status quo of what we think is possible with how we approach our work and projects, celebrating bold thinking. We’re focused on our priorities yet remain agile in how we deliver on our goals. **WORKING AT MAPLE** We want you to love working at Maple—feeling challenged, supported, and cared for. Just as we strive to grow and improve, we encourage you to embrace the same mindset as you work toward your personal best. Together, we can learn, develop, and power the future of healthcare. At Maple, your success is our success. - We care about your health and well-being. Here’s how we’ve got you covered: - **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. - **Wellness budget:** recharge with activities that fuel your well-being—fitness classes, mindfulness tools, and beyond. - **Maple access:** virtual healthcare for you and your family, including general practitioners, pediatrics, and therapy consultations. - **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. Adventure, uninterrupted. - **Retirement savings plan:** invest in your future with our group retirement savings plan. - **Branch out budget:** $1,000 annually to pursue professional development and fuel your growth. **OTHER** - **Job type:** full-time (40-44 hours per week) - **Location:** this is a fully remote position within Canada, excluding Quebec. All work must be performed while physically located in Canada. - **Support hours:** our customer support hours are currently 7:00 AM to 10:00 PM Eastern Time (ET), seven days a week, 365 days a year. - **Shift requirements:** this is a synchronous shift-based role, candidates must have the flexibility to work early mornings, late evenings, weekends, and holidays as required. - **Paid time off:** 2 weeks - **Start date:** March/April 2025 *Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.*