Customer Support Representative

ClinicSense is growing our team! 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. You can be located anywhere, as long as you are comfortable with the work hours for this role: Monday to Friday from 9am to 5pm or 10am to 6pm Pacific (depending on your preference). 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) and over the phone • 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 deal breaker) • Experience in building and maintaining strong relationships with customers • Experience working closely with other functions like Development, Marketing, Success, 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. Since we are a small team, working at ClinicSense can accelerate your career and give you the opportunity to work with world-class talent. Compensation: • Salary: $50,000 – $60,000 CAD • Vacation: 11 public holidays, 15 vacation days, and a bonus Friday off every month (for meeting metrics) Applying: Please email the address below 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 Sheets and provide the following: • Written response to… Hello! 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 tell me how to do that? • Video response using https://www.loom.com to… Using the same price list, please show me how to sort my list of 10 products from the most expensive to the least expensive. • Written knowledge base article for… Please write a help article detailing how to highlight a cell 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 experience and your career goals. 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 Apply Job!