Job Title

Join to apply for the Bilingual Customer Support Coordinators (English/French) role at Maple (getmaple.ca) About Maple Founded in 2015, Maple is a fast-growing health tech company with a vision to power the future of healthcare by building a connected and superior experience for patients, doctors, and other types of health providers. We offer virtual care services across multiple distribution channels, including Direct-to-Consumer ('B2C'), Employers and Private Insurers ('B2B') and Public Sector Institutions ('B2I'). With a growing network of 2,000+ healthcare providers and nearly 4 million Canadians with access to our services, Maple is one of Canadas fastest-growing virtual care companies. We have established an entrepreneurial culture centered around our purpose to support peoples health and well-being and to strengthen the healthcare system. We attribute our success to our team, who has helped us achieve numerous noteworthy awards including: LinkedIn's Top 10 Startups, Deloitte Canadas Technology Fast 50, Globe & Mail's Top Growing Companies in Canada, North Americas Inspiring Workplaces, and Glory Professionals The Power 50: Canadas Most Impactful Companies. THE POSITION Are you a strong communicator who thrives in a fast-paced environment? Do you enjoy solving problems and helping people? Were looking for full-time and part-time Bilingual Customer Support Coordinators (CSCs) to join our Customer Support team starting in September. As a Bilingual CSC at Maple, youll be the first point of contact for our patients, providers, and prospective customers. Youll help them troubleshoot issues and navigate our platform through live chat and email in both English and French. Youll work within our ticketing system (Intercom), following clear workflows to resolve inquiries while escalating more complex issues as needed. This role is all about efficiency, empathy, and clarityhelping end-users get the answers they need quickly and smoothly. Youll play an important role in keeping things running behind the scenes, ensuring that every interaction is professional, friendly, and aligned with Maples high standards for customer care. Applications will close on August 4th. After that, well review all applications and reach out to those moving forward. YOUR IMPACT Support customers with confidence: Respond to live chat and email inquiries, following predefined workflows to provide quick, accurate solutions Troubleshoot and problem-solve: Guide users through basic troubleshooting steps, helping them get back on track Know when to escalate: Identify issues that need a deeper dive and seamlessly pass them to the right team Keep things moving: Manage multiple conversations efficiently while ensuring a great customer experience Stay adaptable: Work in a dynamic, fast-moving environment, adjusting to new processes and updates as Maple continues to grow 12-18 MONTH DELIVERABLES In your first 90 days, youll become familiar with Maples support workflows, ticketing system, and troubleshooting guides, confidently handling live chat and email inquiries while learning when to escalate issues. Youll focus on managing multiple conversations efficiently, ensuring quick and accurate responses, and contributing feedback to improve internal knowledge bases and processes. Over the next 1218 months, youll continue delivering efficient, high-quality support, adapting to new platform updates, workflows, and technologies. Youll help streamline ticketing processes, ensuring smooth escalations and better issue resolution, while maintaining fast response times and a seamless customer experience as Maple scales. CANDIDATE PROFILE Strong written communication skills in both English and French Customer-facing experience (e.g., retail, hospitality, call centers, or administrative roles with customer interaction) Tech-savvy and comfortable learning and navigating multiple systems A natural problem-solver who can break down issues into clear, simple steps Friendly, patient, and professional, able to handle customer interactions with empathy and efficiency Experience using ticketing systems or live chat platforms (e.g., Zendesk, Freshdesk, Intercom) is an asset but not required A healthcare background is not required. This role is focused on troubleshooting and platform supportnot medical advice Not checking every box? Please apply anyway. We understand that candidates have different experiences that may make them a fantastic fit for this position, and for Maple. We value equity, diversity, and inclusion, and were committed to providing fair and equal opportunities to all applicants. We also want to provide an accessible interview process, so if theres any accommodations that would make your experience more comfortable, please let us know. OUR CORE VALUES We are a team: Were team Maple. Were better together. We support each other, face challenges collectively, and are united in a belief that we can make a positive difference in healthcare, as one We can do big things: Were bold. We know that if we push the boundaries, and inspire each other to dream bigger and think differently, we will realize our incredibly ambitious goals We celebrate wins and own mistakes: We empower each other to own our contributions. We celebrate and learn from our achievements, and we recognize and learn from our mistakes We get better every day: We never settle. Were always learning and improving, always seeking feedback, and we tackle challenges with a belief that better is always possiblein ourselves, our processes, our products and our services Were all the way in: Were fully committed. We strive for excellence, are driven by our purpose, and we act with urgency to fulfill it every day WORKING AT MAPLE We want you to love working at Maplefeeling challenged, supported, and cared for. Just as we strive to grow and improve, we encourage you to embrace the same mindset as you work toward your personal best. Together, we can learn, develop, and power the future of healthcare. At Maple, your success is our success. We care about your health and well-being. Heres how weve got you covered: Competitive benefits package: health, dental, counselling, and life insurance coverage to care for you and your loved ones Health spending account: extra funds for wellness essentials like eyeglasses, therapy, and more Wellness budget: recharge with activities that fuel your well-beingfitness classes, mindfulness tools, and beyond Maple access: virtual healthcare for you and your family, including general practitioners, pediatrics, and therapy consultations Paid health Days: 10 extra days for when life happensrest, appointments, or caregiving included Destination5: work internationally in eligible countries for up to 5 days per year. Retirement savings plan: invest in your future with our group retirement savings plan Branch out budget: $1,000 annually to pursue professional development and fuel your growth Other Job type: Full-time (40-44 hours per week) 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 to 10:00 PM Eastern Time (ET), seven days a week, 365 days a year Shift Requirements: This is a synchronous shift-based role. Candidates must have the flexibility to work early mornings, late evenings, weekends, and holidays as required Paid Time Off: 2 weeks Start Date: September 2025 Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check. #J-18808-Ljbffr