Customer Operations Coordinator, Support

Canvas Medical•San Francisco, CA

About The Position

Canvas Medical is accelerating everyday medicine with an EMR platform built for healthcare automation. We create modern, elegant front- and back-end tooling to enable new ways for developers and clinicians to integrate data, automate workflows, and collaborate to solve healthcare's toughest challenges. In doing so we advance our mission to give care teams superpowers with software. Canvas is institutionally backed by some of the greatest technology investors in the world (funded notable health tech companies such as GoodRx, Oscar Health, and Hims & Hers Health). The Role We're hiring a Customer Operations Coordinator, Support to join our Support team. This is a developing-level role focused on front-line account operations and ticket triage — you'll handle the day-to-day requests that keep our customers' practices running smoothly while building foundational knowledge of the Canvas platform. You'll handle account unlocks, staff provisioning, and permission changes. You'll triage incoming tickets from Slack, email, and web forms using established runbooks. And you'll begin developing expertise in Canvas platform configuration and clinical workflows that will prepare you for deeper technical investigations as you grow. This role is ideal for someone early in their technical support career who is organized, detail-oriented, and eager to learn healthcare technology.

Requirements

1+ years in a support, operations, or customer-facing role (technical environment preferred)
Track record of managing multiple concurrent tasks with attention to detail
Comfort working in ticketing systems and following established processes
Basic familiarity with web applications and SaaS platforms
Willingness to learn SQL, REST APIs, and log analysis tools
Comfort navigating technical documentation and learning new tools independently
Interest in healthcare technology; prior healthcare experience is a plus but not required
Willingness to rapidly develop domain expertise in clinical and operational workflows
Strong written communication — you'll be writing to customers daily
Organized and process-oriented with good prioritization instincts
Reliable follow-through on routine tasks while managing competing priorities
Collaborative mindset and eagerness to learn from more experienced teammates

Nice To Haves

Prior healthcare experience
Familiarity with EMR systems, clinical terminology, or healthcare billing

Responsibilities

Handle account unlocks, staff provisioning, and permission changes for customer organizations
Verify data state using read-only queries against customer databases
Process routine account requests efficiently and accurately
Triage incoming tickets from Slack, email, and web forms using established runbooks
Categorize and prioritize tickets by urgency and impact
Route complex or technical issues to senior specialists with clear context and initial findings
Maintain accurate ticket metadata (tags, priority, customer, status)
Build foundational knowledge of Canvas platform configuration and clinical workflows
Learn to navigate the Canvas EMR, understand appointment types, note workflows, and basic charting concepts
Develop familiarity with Canvas documentation, FHIR API basics, and the plugin SDK
Shadow senior specialists on complex investigations to accelerate learning
Respond to straightforward customer inquiries with clear, empathetic communication
Set accurate expectations on timelines and next steps
Escalate with context — summarize what you've checked and what you've learned before handing off