We are hiring a full-time Customer Support Representative to provide product information, educate customers, and resolve any emerging problems that our customers might face with accuracy and efficiency. You will be working directly with customers to support them, maintain and grow existing relationships, identify product improvement opportunities, and reduce churn.
The work hours for this role are Monday to Friday from 9am to 5pm Eastern.
Who we are:
Our product helps health & wellness practitioners (e.g. massage therapists, physical therapists, etc.) reduce paperwork, stay organized, and ultimately we free up their time so they can spend more time with clients and less time managing administrative tasks.
We are bootstrapped, product-led, and profitable. Officially, we’re based in Toronto, but each of us work remotely (and always have).
What we’re looking for:
We’re looking for someone that customers will consider a pleasure to work with. We’ve found the following to be critical to thrive in this position:
Active listening
A friendly tone
Clear & concise writing
Critical thinking & problem solving
Compassion, empathy, & patience
What you’ll do:
Respond to support inquiries through our support ticket system (both written and camera-on video replies), over the phone, via Google Meet, and via chat
Keep our knowledge base up-to-date
Create short product videos to teach best practices
Identify gaps in our product that impact the success of our customers
Work with our Product and Development teams to ensure issues are resolved
Identify opportunities for customer training in a proactive way
Complete quarterly, customer experience-enhancing projects (aligned with your areas of interest)
What you’ll need:
The following experience is relevant to us:
2+ years of experience in a Customer Support or Technical Support role for a software product (SaaS support experience is a plus, but not a dealbreaker)
Experience in building and maintaining strong relationships with customers
Experience working closely with other functions like Development, Marketing, and Product
Experience working with a support platform like Zendesk, Help Scout, Intercom, etc.
Why join us:
We’re a team that loves what we do and we all thrive on our ability to make an impact. We are here to take the stress out of running a small health & wellness clinic. Our goal is for our community’s health & wellness providers to be happy, healthy, and achieve career longevity.
You'll be joining a small, tight-knit support team that's empathetic, supportive, and genuinely good at what they do. Customers tell us this constantly - it shows up in CSAT scores, NPS surveys, and unsolicited thank-you messages. We take care of our customers, and we take care of each other.
Compensation:
Salary: $50,000 CAD
Vacation: 11 public holidays, 15 vacation days, and a bonus Friday off every month (for meeting metrics)
Applying:
Please email careers@clinicsense.com introducing yourself and why you think you’d be a great fit for this role. We’re particularly interested in learning about the impact you’ve had in your previous positions.
As part of the application process, please imagine that you work as a Customer Support Representative for Google and have been asked to complete these tasks:
Provide a written response to this customer question… I’m using Google Sheets for my price list. I have 10 products on my list and I’m trying to calculate the average price. Can you show me how to do that?
Provide a video/screen share response using Loom.com to this customer question… I’m using Google Sheets for my price list. I have 10 products on my list and I’m trying to sort my list from the most expensive to the least expensive. Can you show me how to do that?
Write a knowledge base article for… Please write a help article that provides step-by-step instructions on how to highlight a cell in Google Sheets if the number in that cell is greater than 10.
Successful candidates will be contacted for the second stage of the interview process, which is a Google Meet call to discuss your past experience. The third and final stage of the interview process will be an assignment that will take you 30 to 45 minutes.
We’re looking forward to seeing your application!