Offer summary

Qualifications:

2+ years experience in a customer support role in a SaaS environment, Excellent written and oral communication skills in English, Completion of a post-secondary certificate or degree, Tech-savvy with the ability to solve both technical and non-technical customer inquiries..

Key responsabilities:

Resolve product or service problems by clarifying customer needs and determining the best solutions.

Perform a full range of customer service tasks, including training users on the Practice Better platform.

Collect user feedback and share suggestions with the development team to improve the product.

Meet personal/team KPIs related to customer satisfaction and response times.

Job description

At Practice Better, we believe practitioners and their clients deserve better. We’re changing how health and wellness practitioners work by building a modern EHR that’s designed to support the health of their clients and their practice at the same time.

We’re on a mission to help millions of practitioners build the independent practice of their dreams. Founded in 2016, we’re built by practitioners, for practitioners. In 2023, we acquired That Clean Life, the #1 nutrition planning software for nutrition-based care. With tens of thousands of customers in 70+ countries worldwide, we’re honored to be the EHR of choice for the practitioner with an independent spirit. And we’re just getting started.

How we work:

Practice Better operates remote-first, hybrid optional. We ensure each member of our team is equipped with the necessary tools to perform effectively within the comfort of their own space. However, flexibility is important! So, if you need to stretch your legs or whiteboard with your team, you can use our beautiful, private downtown Toronto office.

Job Title: Customer Support Specialist

Location: The candidate must be located in Canada. Our office is located in Toronto, ON, Canada, but the role is remote/hybrid/flexible.

Reports to: Customer Support Team Lead

About the Role:

We’re seeking a Customer Support Specialist to support and engage our users as we scale our SaaS company. You will have an opportunity to help implement new programs and processes to ensure maximized customer satisfaction and retention. You will be given a lot of autonomy and ownership over your work, and have the team there to support you.

We are looking for a person who embraces challenges, appreciates the hard work and extra hours that go into being part of a start-up, and shares our passion for supporting Health & Wellness professionals.

What you'll do:

Resolve product or service problems by clarifying the customer's need; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution
Perform a full range of customer service tasks to support users, including training users on the functionality of the Practice Better platform
Develop and maintain in-depth product knowledge and an ability to educate users about how best to use features and implement Practice Better to reach their goals
Assist in developing support materials such as help articles
Identify and assess customers’ needs to achieve satisfaction and customer retention
Collect feedback from users, analyze competing products and share suggestions with the development team
Share/log user requests and suggestions with the development team
Meet personal/team KPIs by way of CSAT and response times

Requirements:

2+ years experience in a customer support role in a SaaS environment
Excellent written, oral, and communication skills in English
Tech-savvy, work with customers to easily solve questions (technical and non-technical)
Experience in a customer support role in the Health and Wellness, Health-Tech Industry is a bonus
Experience with Live-Chat support is preferred

Who you are:

Completion of a post-secondary certificate or degree
Detail-oriented, well organized, efficient with time management
Hustles to ensure success, you thrive in a fast-paced environment
Dedicated to putting the customer first and ensuring an exceptional user experience
Results-driven, strategic thinker
Requires little supervision to produce superior results
Able to work efficiently in both an office and remote setting
Able to work certain evenings and weekends to ensure support coverage for all customers

Our Perks and Benefits:

Unlimited Vacation: We believe you can be highly productive and still have plenty of time for life outside of work.
Generous health benefits plan: Coverage starts from Day 1 and includes vision & dental.
Sprout Family: Receive personalized support for the family-building process, accessing top-quality care. Schedule a consultation with Sprout's Team for guidance, education, coaching, and assistance in finding a top provider, addressing medical, legal, or regulatory concerns throughout your journey. *Currently for Canadian Employees Only*
Inkblot: Access to one of Canada's leading digital mental health companies, focusing on offering secure online video counseling through our corporate mental health programs and individual counseling services. *Currently for Canadian Employees Only*
Choose your device: Are you Team Windows or Apple? You shouldn’t have to compromise, especially if you work more efficiently on a specific operating system. When you join us, you get to pick!
Home Office Allowance: $500/year to ensure your home office is set up for optimal comfort and productivity.
Health & Wellness Allowance: $750/year to support your health & wellness-related goals and hobbies.
Learning & Development Allowance: $1000/year to explore a new skill, attend a conference, read some new books, etc.
Fully Remote: Work from the comfort of your own home with the choice to access our downtown Toronto office for a change of scenery.
Events & Free Lunches: We prioritize weekly team bonding and monthly company-wide social events with a lunch stipend. We pride ourselves on maintaining a culture where everyone feels engaged, inspired, and excited to come to work every day.

Practice Better is an equal-opportunity employer. When you apply for a role at Practice Better, your application will be considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We are committed to providing accommodations for applicants with disabilities during the application and interview process. If you require assistance or accommodations due to a disability, please let us know.

We know there is no perfect applicant for any role. So, whatever your path, we’re glad it brought you here. We encourage you to apply if you think you’re right for the role.

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