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Customer Support Specialist

2 weeks ago

Remote Canada Practice Better Full time
Position Summary

We are looking for a Customer Support Specialist to join our growing team.

In this role, you will have the chance to shape how we serve our customers, help build new processes, and be part of a team that's passionate about helping Health & Wellness professionals thrive. You will have autonomy and ownership over your work, with a supportive team to back you up.

If you're someone who enjoys challenges, thrives in a fast-paced startup environment, and cares about making an impact in the health and wellness space, this could be the role for you.

Note: Practice Better is a remote-first company with team members across North America. However, this particular role is currently open to Canadian-based candidates only, and preference will be given to applicants legally authorized to work in Canada.

What You'll Be Doing
  • Act as a problem-solver: understand customer needs, troubleshoot issues, and follow up to ensure resolution.
  • Guide and train customers on the Practice Better platform so they can confidently use its features.
  • Build deep product knowledge and share it with customers in clear, practical ways.
  • Contribute to support resources like help articles and guides.
  • Collect customer feedback, identify trends, and share insights with the development team.
  • Log requests and keep teams updated on customer needs.
  • Meet personal and team goals such as CSAT and response times while keeping customer satisfaction a top priority.
What You Bring
  • 2 years of relevant experience in a SaaS, Tech environment
  • Proven ability to provide exceptional customer support
  • Strong communication and collaboration skills, with a bias for clarity and action
  • Experience with a modern support stack for instance — Zendesk, Guru, Slack, and JIRA
  • Analytical, curious, and adaptable - you seek solutions, not perfection
  • Comfortable operating in a fast-moving, growth-stage environment
Bonus Points
  • You are results driven & strategic in your approach
  • Able to work independently with little supervision in a remote environment
Compensation & Pay Transparency

At Practice Better, we believe in pay transparency, equity, and fairness. We benchmark compensation against similar-stage, high-growth SaaS companies in both Canada and the United States and review our salary bands regularly to ensure they remain competitive and aligned with market trends.

Each role has a defined pay range based on its level, scope, and geographic location. Final offers are determined by several factors, including experience, demonstrated skills, and location, to ensure consistency and equity across our team.

Anticipated Base Salary Range (Canada): $60,000 – $60,000/yr CAD

We take a holistic approach to compensation, combining salary, bonus, equity, benefits, and flexibility. Our goal is to provide total rewards that support both your professional growth and personal well-being.

The range above reflects our expected compensation for this role, based on current market data. Final offers may vary depending on factors such as location, skills, depth of experience, and relevant certifications. All compensation ranges are reviewed regularly and may evolve over time to reflect changes in the market.

What We Offer

Comprehensive Benefits

We offer a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage from day 1, as well as RRSP matching, generous paid parental leave, and annual learning stipends.

Remote-First, Connected Culture
Our remote-first model gives you autonomy and flexibility, with optional access to our downtown Toronto office for in-person collaboration. We also host regular off-sites and team gatherings across North America, because connection, creativity, and shared moments matter.

Wellness and Growth

  • Unlimited vacation, built on trust, clear expectations, and real support for taking time off
  • Company RRSP program with employer-matched contributions
  • Comprehensive health and dental benefits from day 1
  • $750 annual Health & Wellness Allowance
  • $1,000 annual Learning & Development Allowance to support your growth
  • $500 annual Home Office Allowance to set up a productive remote workspace
  • Sprout Family: personalized support for family-building and fertility journeys
  • Inkblot: confidential, digital mental health support from licensed professionals
  • Company-wide holiday closure in December
  • Regular virtual company-wide events, lunches, and team socials to stay connected