Customer Support Specialist

Practice Better

33d•$55,000 - $65,000•Remote

About The Position

Ready to make a real impact on global health and wellness care? Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses, care for their clients, and scale their impact. Founded by practitioners in 2016, we’re now the leading EHR and practice management platform in the wellness industry, trusted by tens of thousands of practitioners across 70+ countries. In 2023, we expanded our whole-practice care offering through the acquisition of That Clean Life, bringing nutrition planning into our platform. We’re a remote-first team headquartered in Toronto, made up of curious, driven, and empathetic people building tools that help practitioners create sustainable, independent practices; and do the most meaningful work of their careers. While most of our work happens remotely, we come together regularly for off-sites and team events to stay connected and build together. 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.

Requirements

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

Nice To Haves

You are results driven & strategic in your approach
Able to work independently with little supervision in a remote environment

Responsibilities

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.

Benefits

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