Customer Support Specialist -(Kelowna, BC)

Job description

**About Fullscript** We’re an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care. That simple idea grew into a platform that powers every part of care. Today, more than 125,000 practitioners use Fullscript for clinical insights, lab interpretations, patient analytics, education, and access to high-quality supplements. Over 10 million patients rely on Fullscript to stay connected to their care plans and follow through on treatment. We build tools that make care smarter and more human. Tools that save time, simplify decisions, and help practitioners stay closely connected to the people they care for. When everything they need is in one place, they can focus on what matters most: *helping people get better.* **This is your invitation.** Bring your ideas, your grit, and your care for people. Join us and shape the future of care. About the Role: As a **Customer Success Specialist,**you will be at the forefront of delivering unparalleled service to practitioners and patients across North America. You'll serve as the primary point of contact, providing proactive assistance and personalized solutions to ensure the success and satisfaction of our diverse customer base. Your dedication to excellence will drive meaningful relationships, foster trust, and elevate the overall customer experience, positioning our company as a leader in the industry. **Please note this position is only open to candidates living in or near Kelowna, BC. While you will be working remotely - being within the Kelowna "hub" allows for occasional in-person (IRL) collaboration & socialization with your team.** *Must be flexible to work every 4th weekend.* **\*\*A quick note: Due to the high volume of applications, we’re not able to respond to phone or email inquiries about application status. If there’s a match, our team will reach out directly.** ### What you'll do: - Collaborate with our practitioners and patients by phone, email, and live chat to identify opportunities to make every user successful - Troubleshooting issues and recommending or explaining product and service features that are best suited to the customer’s needs - Successfully resolving complex customer email and telephone inquiries through the use of multiple customer support tools and personal product knowledge - Building sustainable relationships of trust through open and interactive communication - Collaborating with your teammates to come up with new initiatives to surprise & delight our customers - Coordinating closely with your teammates to ensure support is covered during all business hours - Gathering trends in issues and feedback and reporting them to your supervisor - Working closely with the rest of the support team to ensure there is coverage during all business hours being a champion of Fullscript ### Your background: - Proven experience in customer-centric roles, ideally in retail or hospitality. - Passion for customer happiness and a positive, engaging demeanor. - Ability to multitask and excel in a dynamic environment. - Dedication to delivering excellence in every interaction. - Strong communication and organizational skills. - Embracing change and welcoming new challenges. - Enjoyment of collaborative teamwork. - Curiosity and a continuous learning mindset. - You must be flexible in scheduling to support customers across North America. - Familiarity with Gladly and SaaS productivity tools is a plus. ### The Perks - Competitive Compensation - Flexible Paid Time Off program - Fullscript’s RRSP match program - Customizable benefits package (medical, dental, vision) with HSA - Discount on Fullscript catalog of products for family & friends