Customer Support Coordinators

ABOUT MAPLE MAPLE overview 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 health providers. Maple offers virtual care services across multiple channels including Direct-to-Consumer ("B2C"), Employers and Private Insurers ("B2B"), and Public Sector Institutions ("B2I"). Maple has a network of 2,000+ healthcare providers and nearly 4 million Canadians with access to its services. Maple has an entrepreneurial culture focused on health and well-being. The company has received awards such as LinkedIn Top 10 Startups, Deloitte Canada’s Technology Fast 50, Globe & Mail 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 full-time Customer Support Coordinators (CSCs) to join our Customer Support team starting in November. As a CSC at Maple, you’ll be the first point of contact for patients, providers, and prospective customers. You’ll help 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 emphasizes efficiency, empathy, and clarity—helping end-users get the answers they need quickly and smoothly. You’ll contribute to maintaining professional, friendly interactions aligned with Maple’s high standards for customer care. Applications will close on September 26th. After that, we’ll review all applications and reach out to those moving forward. YOUR IMPACT Support 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 grows. 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. OUR CORE VALUES We are a team: We’re team Maple. We’re better together. We support each other, face challenges collectively, and are united in a belief that we can make a positive difference in healthcare, as one. We can do big things: We’re bold. We know that if we push the boundaries, and inspire each other to dream bigger and think differently, we will realize our ambitious goals. We celebrate wins and own mistakes: We empower each other to own our contributions. We celebrate and learn from our achievements, and we recognize and learn from our mistakes. We get better every day: We never settle. We’re always learning and improving, seeking feedback, and tackling challenges with a belief that better is always possible—in ourselves, our processes, our products and our services. We’re all the way in: We’re fully committed. We strive for excellence, are driven by our purpose, and we act with urgency to fulfill it every day. 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. 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) OR Part-time (20-25 hours per week) Location: This is a fully remote position within Canada. 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: November 2025 Note: any offer of employment may be subject to verification of employment and education background checks, including a criminal record check. #J-18808-Ljbffr