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About the Role

Maple is Canada's leading on-demand healthcare platform, connecting patients with licensed healthcare professionals. We are seeking Customer Support Coordinators to serve as the primary point of contact for patients, providers, and potential customers, managing high-volume live chat and email communications to resolve issues and provide timely support.

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 appropriate internal team quickly.
Manage a high volume of conversations while maintaining attention to detail and quality.
Deliver a consistent, professional, and empathetic experience in every interaction.
Adapt quickly to changes in workflows, tools, and processes.

Requirements

Experience in a customer-facing role (e.g., retail, hospitality, call center, or administrative support).
Ability to juggle multiple priorities while staying organized and detail-oriented.
Clear, professional communication skills, even in high-volume interactions.
Practical problem-solving skills with the ability to follow and apply structured workflows.
Comfortable working in a digital environment, including macOS, Google Workspace (Docs, Sheets, Gmail), and tools like Slack.
Quick to learn new systems.
Ability to remain calm and focused under pressure.
Takes ownership of work and follows through.
Experience using AI tools (like ChatGPT, Claude, or Gemini) to boost productivity or streamline work is a plus.
Experience with ticketing or live chat tools (like Intercom, Zendesk, or Freshdesk) is a plus.
Experience working in a remote or shift-based environment is a plus.
A healthcare background is not required.
Must be physically located in Canada to perform work.
Offers are subject to a criminal record check (EPIC) and identity verification.
Additional checks, including employment or education verification, may be conducted.

Skills

Live chat support
Email support
Platform troubleshooting
Issue escalation
Customer service
Communication
Problem-solving
Time management
Detail-oriented
Adaptability
Digital literacy
AI tools
Ticketing systems
Live chat tools

Location

Remote (Canada)

Work Type

Full-time
Part-time
Remote
Shift-based

Experience Level

Entry-level

Salary/Compensations

$19.35 - $20.75 hourly

Benefits

24/7 access to general practitioners, pediatrics, and mental health therapy for employee and family
Comprehensive health coverage (medical, dental, life insurance)
Health spending account
Flex benefits (for professional development, wellness, or retirement savings)
10 Health days
Destination days (work internationally in eligible countries for up to 5 days per year)
Group retirement savings plan
3 weeks vacation

About the Company

Maple is Canada's leading on-demand healthcare platform.
Our purpose is to meet the world's healthcare needs.
We connect patients with Canadian-licensed doctors, nurse practitioners, and specialists.
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.
A career at Maple is about making an impact, empowering bold thinking, and doing work that changes lives.