Customer Support Coordinator

Maple

22h • Remote

About The Position

Maple is hiring Customer Support Coordinators (CSCs) to join its Customer Support team in June 2026. This role serves as the first point of contact for patients, providers, and prospective customers using the Maple platform. Responsibilities include handling a high volume of live chat and email conversations, assisting users with platform navigation, resolving issues, and providing quick and clear support. It is a structured, high-output position that requires balancing speed, accuracy, and empathy. CSCs will follow established workflows, utilize internal tools for troubleshooting, and escalate complex cases when necessary. Over time, individuals in this role will develop strong judgment in prioritizing, responding, and delivering a consistently high-quality support experience. This position is described as a strong entry point into Customer Support and Operations at Maple for individuals who enjoy problem-solving, clear communication, and working in a fast-moving, structured environment.

Requirements

• Have experience in a customer-facing role (e.g., retail, hospitality, call centre, or administrative support).
• Are comfortable managing multiple priorities at once while staying organized and detail-oriented.
• Communicate clearly and professionally, even when handling repetitive or high-volume interactions.
• Are a practical problem-solver who can follow structured workflows and apply them consistently.
• Confident working in a digital environment, including MacOS, Google Workspace (Docs, Sheets, Gmail), and communication platforms (Slack or similar), with the ability to quickly learn and navigate new systems and tools.
• Experience using AI tools (e.g., ChatGPT, Claude, Gemini) to improve productivity, streamline workflows, or enhance outputs.
• Stay calm and focused under pressure, maintaining quality even during busy periods.
• Take ownership of your work and follow through reliably.

Nice To Haves

• Experience using ticketing or live chat tools (e.g., Intercom, Zendesk, Freshdesk).
• Experience working in a remote or shift-based environment.

Responsibilities

• Respond to live chat and email inquiries, delivering clear, accurate, and timely support to patients and providers.
• Troubleshoot common platform issues by following established workflows and guiding users through step-by-step solutions.
• Identify when issues require escalation and route them efficiently to the appropriate internal teams.
• Manage a high volume of conversations while maintaining strong attention to detail and quality.
• Deliver a consistent, professional, and empathetic experience across every interaction.
• Adapt quickly to updates in workflows, tools, and processes as Maple continues to grow and evolve.

Benefits

• 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.
• Maple access: Virtual healthcare for you and your family, including general practitioners, paediatrics, and therapy consultations.
• Flex benefits budget: An annual budget to support your growth and well-being. A portion of this budget is dedicated to learning and development through our Branch Out Budget, with the remaining amount flexible to use toward wellness expenses, additional learning, or a one-time contribution to your GRSP, so you can invest in what matters most to you.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees