Bilingual Customer Support Coordinator

Job description

**Build better healthcare together** 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 Bilingual 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. ### Your responsibilities As a Bilingual Customer Support Coordinator, you will: - 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 ### What success looks like In your first 90 days, you'll get comfortable with Maple's support workflows, tools and troubleshooting processes. You'll start independently managing live chat and email conversations, balancing speed and accuracy while learning how to prioritize and escalate the right way. Over the next 12–18 months, you'll consistently deliver high-quality, efficient support at scale. You'll build strong judgment across a wide range of inquiries, share feedback that helps improve our workflows and knowledge base, and play a key role in keeping support reliable and seamless as Maple continues to grow. ### What you bring - Fully bilingual in English and French, with strong written communication skills in both languages. - 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 have: - 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.* **Play to your strengths.** Finding the right fit goes both ways—so this section is yours to complete. When you join, you'll add the unique strengths you bring that aren't captured above. ### How we'll support you We recognise our people's health is everything. That's why we take care of them. - **Maple for you and your family:** 24/7 access to general practitioners, pediatrics and mental health therapy for you and your family. Care starts on day one. - **Comprehensive health coverage:** Medical, dental and life insurance because your peace of mind—and your loved ones—matter most. - **Health spending account:** Extra funds to cover the essentials that make a difference, from new glasses to specialised therapy. - **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. You choose what matters most. - **Health days:** Life happens. We provide 10 dedicated days for rest, medical appointments or caregiving, so you can show up at your best. - **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:** We're here for the long haul. Invest in your future with our group retirement plan. ### The details - **Job type:** Full-time (40–44 hours per week) or part-time (25-30 hours per week). - **Hiring manager:** Team Lead, Customer Support - **Location:** This is a fully remote position within Canada. All work must be performed while physically located in Canada. - **Support hours:** Our customer support hours are currently 7:00 AM–10:00 PM Eastern Time (ET), seven days a week, 365 days a year. - **Shift requirements:** This is a synchronous, shift-based role, and we're hiring primarily to cover evenings and weekends, when support demand is highest. You'll need the flexibility to work evening, weekend, and holiday shifts as required. - **Start date:** October 2026 - **Vacation:** 3 weeks - **Pay range:** $21.30 - $23.15 Offers can vary depending on skills, experience and readiness to meet Maple's expectations for this level. We encourage open conversations about pay. If you have questions about how compensation works at Maple, you're welcome to ask at any point in the interview process. We're committed to the safety and security of our platform. Please note that any offer of employment is subject to a criminal record check (EPIC) and identity verification. Additional checks, including employment or education verification, may be conducted depending on the role's requirements. **Use of artificial intelligence** We don't currently use artificial intelligence (AI) or automated tools to screen, assess or select candidates. Every application is thoughtfully reviewed by our Talent Acquisition team or hiring managers.