Customer Support Specialist

4 days ago

Toronto, Canada Practice Better Full time

Practice Better is changing how Health & Wellness (H&W) professionals are working around the world. Nutrition-based professionals have been underserved for too long with other software solutions which primarily focus on the medical community at large; with the Practice Better platform, H&W professionals can manage their entire practice on one platform, including billing, scheduling, progress tracking, and other client management activities. Thousands of Dietitians, Nutritionists, Health Coaches, NDs, and Functional Medicine Practitioners trust Practice Better to streamline their workload and help their clients reach their health goals.

We're looking for a Customer Support Specialist for our Toronto office 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 to support Health & Wellness professionals.

The role is currently fully remote and will require you to work from home. Once back in the office, you'll work in a nice central, downtown office with lots of opportunities to network, weekly breakfast, unlimited coffee and tea, beer on tap, and regular social events

If you're looking for a way to make a real difference with the work that you do, passionate about health & wellness, technology, and creating the best customer experience, we'd love to hear from you

**Accountabilities**
- 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**:

- Completion of a post-secondary certificate or degree
- Excellent written, oral, and communication skills in English
- Experience in a customer support role in a SaaS environment is an asset
- Experience in a customer support role in the Health and Wellness Industry is a bonus
- Tech-savvy
- 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

**Benefits**
- A friendly and inclusive culture that prioritizes weekly team bonding and monthly company-wide social events. We pride ourselves on maintaining a culture where everyone feels engaged, inspired, and excited to come to work every day.
- 100% employer-funded health and dental benefits, plus an HSA balance, starting from day 1
- Home office equipment (laptop, monitor, keyboard, mouse, headset - whatever you need to perform at your best)
- An annual Professional Development allowance for continuous, self-directed growth and learning opportunities
- An annual Health & Wellness allowance for you to be well and work well
- Monthly employer-paid subscription to Dialogue for all employees
- 4 weeks paid vacation
- 5 paid sick days
- Practice Better is a respectful, caring, and inclusive workplace. We are committed to accessibility, diversity, and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the requirements for the position. Applicants need to make their requirements known when contacted._
- _
- Practice Better is proud to be a diverse and equal opportunity employer and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability, or any other characteristic protected by applicable laws. Selection decisions are solely based on job-related factors._

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