Customer Support Coordinators

Maple

3d • Remote

About The Position

Maple's purpose is to meet the world's healthcare needs. We're Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners and specialists. Today, we're proud that over 8 million patients and 7,000 businesses and government partners have access to same-day, proactive and ongoing care. We enable people to take control of their health and push the boundaries of what's possible every day. Bold minds. Big impact. A career at Maple is about making an impact. We empower bold thinking, surround you with an inspiring team and are driven by a motivating purpose. Here, you'll do work that changes lives—including your own. The role We're looking for our next cohort of Customer Support Coordinators to join our Customer Support team as the first point of contact for Maple's patients, providers and prospective customers. In this role, you'll handle a high volume of live chat and email conversations, helping patients and providers navigate the platform, resolve issues and get the support they need quickly and clearly. You'll follow established workflows, use our internal tools to troubleshoot and know when to loop in other teams for more complex cases — building sharper judgment over time in how you prioritize, respond and deliver a consistently great support experience.

Requirements

• Experience in a customer-facing role, e.g. retail, hospitality, call centre or administrative support
• Comfortable juggling multiple priorities while staying organized and detail-oriented
• A clear, professional communicator, 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 tools like Slack — and quick to pick up new systems
• Experience using AI tools (like ChatGPT, Claude or Gemini) to boost productivity or streamline your work
• Calm and focused under pressure, even during busy periods
• Someone who takes ownership of their work and follows through, every time

Nice To Haves

• Experience with ticketing or live chat tools (like Intercom, Zendesk or Freshdesk).
• Experience working in a remote or shift-based environment.
• A healthcare background isn't required — this role is about platform support and troubleshooting, not medical advice.

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 need escalation and route them to the right internal team quickly
• Manage a high volume of conversations while keeping a sharp eye for detail and quality
• Deliver a consistent, professional and empathetic experience in every interaction
• Adapt quickly to changes in workflows, tools and processes as Maple grows

Benefits

• 24/7 access to general practitioners, pediatrics and mental health therapy for you and your family.
• Comprehensive health coverage: Medical, dental and life insurance
• Health spending account
• Flex benefits: An annual budget built for your growth and well-being. Use it for professional development, wellness expenses or a one-time boost to your retirement savings.
• 10 dedicated Health days for rest, medical appointments or caregiving
• Destination days: Work from anywhere. Enjoy the flexibility to work internationally in eligible countries for up to five days per year.
• Group retirement savings plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed