Customer Support Coordinators

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 In support of our high-growth mandate, we’re hiring for our next cohort of Customer Support Coordinators (CSC) to join our dynamic and highly engaged Customer Support team in November 2024. 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 exceptional support experience by resolving and escalating front-line inquiries received through various channels, primarily chat support. Critical to success in the role will be your passion for helping people and providing outstanding service. You are an excellent communicator and a compassionate individual who easily connects with others, making them feel seen, heard, and supported. With a strong sense of empathy, you embrace diverse perspectives and feedback, actively sharing knowledge and learning from those around you. Your robust problem-solving abilities enable you to identify, analyze, and resolve issues efficiently and effectively. You remain resilient in high-pressure situations, consistently maintaining a positive and professional attitude. Note: A healthcare background is not required. Our Customer Support team focuses on answering general inquiries and providing technical and troubleshooting support for the Maple platform. CANDIDATE PROFILE

• The ideal candidate has previous experience in a front-line customer service role.
• The candidate has exceptional verbal and written communication skills demonstrating confidence and comfort in communicating with people verbally and electronically
• The ideal candidate is a self-motivated and driven individual who takes initiative and achieves 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 ideal candidate demonstrates high emotional intelligence with a proven track record of building trusting relationships and efficiently working in teams
• The ideal candidate is tech-savvy 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.
  
  
  

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

• Customer Focus
• Exceptional Communicator
• Adaptability
• Exemplary Team Player
• Digital Literacy
  
  
  

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.
• 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. 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:

• 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 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.
  
  
  

Other

• Job type: Full-time (40-44 hours per week)
• Location: This is a fully remote position open to candidates residing in all provinces within Canada, excluding Quebec, British Columbia and Alberta. Please note that 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 vacation + 10 paid health days
• Start Date: November, 2024
  
  
  

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