Customer Support Coordinator

Maple • Toronto, ON

11d • Remote

About The Position

Founded in 2015, Maple is a fast-growing health tech company dedicated to powering the future of healthcare by building a connected and superior experience for patients, doctors, and other health providers. They offer virtual care services across multiple distribution channels, including Direct-to-Consumer, Employers and Private Insurers, and Public Sector Institutions. With a network of over 2,000 healthcare providers and nearly 4 million Canadians accessing their services, Maple is one of Canada's fastest-growing virtual care companies. The company fosters an entrepreneurial culture focused on supporting health and well-being and strengthening the healthcare system, having received numerous awards. The Customer Support Coordinator (CSC) role is an entry-level position within Maple's Customer Support team, starting in June 2026. In this role, CSCs serve as the primary contact for patients, providers, and prospective customers, managing a high volume of live chat and email inquiries. Responsibilities include helping users navigate the platform, resolving issues, and providing quick and clear support. This is a structured, high-output role that requires balancing speed, accuracy, and empathy, following established workflows, utilizing internal tools for troubleshooting, and escalating complex cases when necessary. Successful candidates will develop strong judgment in prioritizing and responding to deliver a consistently high-quality support experience. The role is ideal for individuals who enjoy problem-solving, clear communication, and working in a fast-moving, structured environment. Within the first 90 days, a CSC will gain a strong understanding of Maple's support workflows, tools, and troubleshooting processes, beginning to independently manage inquiries. Over 12-18 months, they will consistently deliver efficient, high-quality support, develop strong judgment, contribute feedback to improve workflows, and play a key role in maintaining a seamless support experience as Maple grows.

Requirements

• Experience in a customer-facing role (e.g., retail, hospitality, call centre, or administrative support).
• Comfortable managing multiple priorities at once while staying organized and detail-oriented.
• Communicate clearly and professionally, even when handling repetitive or high-volume interactions.
• 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.
• Flexibility to work early mornings, late evenings, weekends, and holidays as required.

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