Bilingual Customer Support Coordinator

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: Globe and Mail's #6 Top Growing Companies in Canada in 2021, #2 in Deloitte Canada’s Technology Fast 50 2021, LinkedIn's Top 10 Startups in Canada 2020, and Bay Street Bull’s The Power 50: Canada’s Most Impactful Companies 2022.

THE POSITION

In support of a high-growth mandate, we’re hiring a Bilingual Customer Support Coordinator (CSC) to join our dynamic and highly engaged Customer Support team. 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.

Note: A healthcare background is not required. Our Customer Support team is focused on answering general inquiries and providing technical and troubleshooting support for the Maple platform.

12 – 18 MONTH DELIVERABLES

• In the next 12 to 18 months, you’ll become highly proficient in solving inquiries and providing an amazing support experience.
• Within the first 90 days, you will have successfully completed our CSC onboarding program, which provides robust training on Maple’s products, services and brand personality. By shadowing experienced teammates and practicing on your own you will have gained a deeper understanding of our tools, resources, and best practices to help you feel confident and comfortable in handling inquiries on your own.

CANDIDATE PROFILE

• Empathetic, humble, and caring, the candidate demonstrates high emotional intelligence with a proven track record of building trusting relationships and efficiently working in teams.
• Embracing an ownership mindset, the candidate is self-motivated and driven to take initiative and achieve goals. They take ownership of their work in order to contribute to the success of the team and the organization as a whole.
• The candidate has proven technical competency and is able to 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.
• The candidate has exceptional verbal and written communication skills in French and English, demonstrating confidence and comfort in communicating with people verbally and electronically.
• Post-secondary education is considered an asset.
• The ideal candidate has previous front-line customer service experience.
• Our Customer Support hours are currently 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.

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.

KEY COMPETENCIES

• Exemplary Team Player
• Resilient
• Tech Savvy
• Exceptional Communicator
• Customer Focus

CULTURE AND ORGANIZATIONAL FIT

The Maple team is:

• 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.
• 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.
• 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.

WORKING AT MAPLE

We want you to love working at Maple. We want you to feel challenged and supported, cared for, and driven. Just as we’re driven to grow, to improve, to iterate our products and services, we want you to take the same mindset as you work towards achieving your personal best. We can all learn, we can all develop, and we can all power the future of healthcare. But we can only do it together. At Maple, we are a team first and foremost. Your success is our success.

In order to support your health and well-being, we offer a comprehensive set of benefits and perks, including:

• Dedicated Wellness Budget: Spend your budget on activities that support your physical and mental wellness.
• 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 to support professional development. That’s why your Branch Out Budget (“BOB”) is designed to reimburse you for expenses related to any meaningful professional development opportunities.
• 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.
• Maple Coverage: You’ll get unlimited access to Maple for primary care, and a package of therapy consultations.
• 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).

Other

• Salary: $18.50 hourly
• Job type: Full-time
• Location: Fully remote within Canada
• Schedule: This role follows a schedule of 10-hour shifts during a 4-day work week with 3 days off each week.
• Start date: May 2023
• Hiring manager: Manager, Customer Support
• Vacation: 2 weeks

Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.

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