Customer Support Specialist

Job Title: Customer Support Specialist 

Location: Candidate must be located in Canada (or the USA). Our office is located in Toronto, ON, Canada, but the role is remote/hybrid/flexible.

Reports to: Customer Support Team Lead 

Position Overview:

We’re seeking a Customer Support Specialist to support and engage our users as we scale our SaaS company. You will have an opportunity to help implement new programs and processes to ensure maximized customer satisfaction and retention. You will be given a lot of autonomy and ownership over your work, and have the team there to support you.

We are looking for a person who embraces challenges, appreciates the hard work and extra hours that go into being part of a start-up, and shares our passion for supporting Health & Wellness professionals.

What you'll be doing:

• Resolve product or service problems by clarifying the customer's need; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution
• Perform a full range of customer service tasks to support users, including training users on the functionality of the Practice Better platform
• Develop and maintain in-depth product knowledge and an ability to educate users about how best to use features and implement Practice Better to reach their goals
• Assist in developing support materials such as help articles
• Identify and assess customers’ needs to achieve satisfaction and customer retention
• Collect feedback from users, analyze competing products and share suggestions with the development team
• Share/log user requests and suggestions with the development team
• Meet personal/team KPIs by way of CSAT and response times

Requirements:

• 2+ years experience in a customer support role in a SaaS environment 
• Excellent written, oral, and communication skills in English
• Tech-savvy, work with customers to easily solve questions (technical and non-technical)
• Experience in a customer support role in the Health and Wellness, Health-Tech Industry is a bonus
• Experience with Live-Chat support is preferred

Who you are:

• Completion of a post-secondary certificate or degree
• Detail-oriented, well organized, efficient with time management
• Hustles to ensure success, you thrive in a fast-paced environment
• Dedicated to putting the customer first and ensuring an exceptional user experience
• Results-driven, strategic thinker
• Requires little supervision to produce superior results
• Able to work efficiently in both an office and remote setting
• Able to work certain evenings and weekends to ensure support coverage for all customers

Perks & Benefits:

• Unlimited Vacation: We believe you can be highly productive and still have plenty of time for life outside of work.
• Generous health benefits plan: Coverage starts from Day 1 and includes vision & dental. 
• Retirement savings matched up to 2% (401K / RRSP)
• Sprout Family: Receive personalized support for the family-building process, accessing top-quality care. Schedule a consultation with Sprout's Team for guidance, education, coaching, and assistance in finding a top provider, addressing medical, legal, or regulatory concerns throughout your journey. *Currently for Canadian Employees Only*
• Inkblot: Access to one of Canada's leading digital mental health companies, focusing on offering secure online video counseling through our corporate mental health programs and individual counseling services. *Currently for Canadian Employees Only*
• Choose your device: Are you Team Windows or Apple? You shouldn’t have to compromise, especially if you work more efficiently on a specific operating system. When you join us, you get to pick!
• Home Office Allowance: $500/year to ensure your home office is set up for optimal comfort and productivity.
• Health & Wellness Allowance: $750/year to support your health & wellness-related goals and hobbies.
• Learning & Development Allowance: $1000/year to explore a new skill, attend a conference, read some new books, etc.
• Fully Remote: Work from the comfort of your own home with the choice to access our downtown Toronto office for a change of scenery. 
• Events & Free Lunches: We prioritize weekly team bonding and monthly company-wide social events with a lunch stipend. We pride ourselves on maintaining a culture where everyone feels engaged, inspired, and excited to come to work every day.