Customer Support Specialist - Labs at fullscript

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. As a Customer Success Specialist-Labs associate, 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 Ottawa, ON. While you will be working remotely - being within the Ottawa, ON "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.   Role Expectations & Responsibilities Metrics • Complete about 25 contacts per day (average of 125 per week)* across all channels • Maintain a CSAT of >90%* • Maintain a QA score of >90%* • Maintain a wrap up time of *metrics subject to change as volume increases over time Behavioral • Assist customers through all channels with a friendly and professional attitude • Ability to communicate effectively with lab representatives and cross functional team members to resolve issues on behalf of customers • Willingness to jump in with a positive attitude to support your team or any customer needs • Stay on top of the most up to date information as the labs product evolves to accurately support customer needs • Attention to detail; ability to troubleshoot issues and raise any possible bugs or operational issues to the proper teams What does success look like in this role?  • Effective self & time manager; ability to use tools to manage tasks and different channels without needing guidance from team lead • Self starter; willing to do research, and navigate internal and external resources to look for the answer before asking for help • Going above and beyond with each interaction to leave our customers delighted • Eager to collaborate and support team members • Master all lab knowledge as the product offering evolves • Open to coaching and feedback • Meeting all metrics as defined above The Perks • Competitive Compensation • Flexible Paid Time Off program • Fullscript’s RRSP match program • Stock Options • Customizable benefits package (medical, dental, vision) with HSA • Discount on Fullscript catalog of products for family & friends Why Fullscript   Great work happens when people feel supported, trusted, and inspired. At Fullscript, we stay curious and keep finding smarter ways to make care better. We grow together, take on new challenges, and focus on impact. We put people first, work as a team, and leave egos at the door.   What to Know Before You Apply   We’re grateful for the interest in joining Fullscript. To make sure your application reaches our hiring team, please apply directly through our careers page. 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.   Fullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at [Upgrade to PRO to see contact].   All offers are contingent on successful background checks conducted in compliance with federal, state, and provincial laws.   We use AI tools to support parts of the hiring process, including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S.   Learn More   www.fullscript.com @fullscriptHQ on instagram Let’s make healthcare whole