Bilingual Customer Support Coordinator (French/English) at getmaple

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 Canada’s fastest-growing virtual care companies.  We have established an entrepreneurial culture centered around our purpose to support people’s 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 Canada’s Technology Fast 50, Globe & Mail's Top Growing Companies in Canada, North America’s Inspiring Workplaces, and Glory Professional’s The Power 50: Canada’s Most Impactful Companies. THE POSITION We’re hiring our next cohort of Customer Support Coordinators (CSCs) to join Maple’s Customer Support team in June 2026. In this role, you’ll be the first point of contact for patients, providers, and prospective customers using Maple. You’ll handle a high volume of live chat and email conversations, helping users navigate the platform, resolve issues, and get the support they need quickly and clearly. This is a structured, high-output role where success comes from balancing speed, accuracy, and empathy. You’ll follow established workflows, use internal tools to troubleshoot issues, and know when to escalate more complex cases. Over time, you’ll build strong judgment in how to prioritize, respond, and deliver a consistently high-quality support experience. If you’re someone who enjoys solving problems, communicating clearly, and working in a fast-moving, structured environment, this role is a strong entry point into Customer Support and Operations at Maple. YOUR IMPACT Respond to live chat and email inquiries, delivering clear, accurate, and timely support to patients and providers. Troubleshoot common platform issues by following established workflows and guiding users through step-by-step solutions. Identify when issues require escalation and route them efficiently to the appropriate internal teams. Manage a high volume of conversations while maintaining strong attention to detail and quality. Deliver a consistent, professional, and empathetic experience across every interaction. Adapt quickly to updates in workflows, tools, and processes as Maple continues to grow and evolve. WHAT SUCCESS LOOKS LIKE In your first 90 days, you’ll build a strong understanding of Maple’s support workflows, tools, and troubleshooting processes. You’ll begin independently managing live chat and email inquiries, balancing speed and accuracy while learning how to prioritize and escalate effectively. Over the next 12–18 months, you’ll consistently deliver high-quality, efficient support at scale. You’ll develop strong judgment in handling a wide range of inquiries, contribute feedback to improve workflows and knowledge bases, and play a key role in maintaining a reliable, seamless support experience as Maple continues to grow. CANDIDATE PROFILE We’re looking for someone who can operate with consistency, attention to detail, and strong communication in a high-volume environment. You’ll be a strong fit if you: • Are fully bilingual in English and French, with strong written communication skills in both languages. • Have experience in a customer-facing role (e.g., retail, hospitality, call centre, or administrative support). • Are comfortable managing multiple priorities at once while staying organized and detail-oriented. • Communicate clearly and professionally, even when handling repetitive or high-volume interactions. • Are a practical problem-solver who can follow structured workflows and apply them consistently. • Confident working in a digital environment, including MacOS, Google Workspace (Docs, Sheets, Gmail), and communication platforms (Slack or similar), with the ability to quickly learn and navigate new systems and tools. • Experience using AI tools (e.g., ChatGPT, Claude, Gemini) to improve productivity, streamline workflows, or enhance outputs. • Stay calm and focused under pressure, maintaining quality even during busy periods. • Take ownership of your work and follow through reliably. Nice to have: • Experience using ticketing or live chat tools (e.g., Intercom, Zendesk, Freshdesk). • Experience working in a remote or shift-based environment. A healthcare background is not required. This role focuses on platform support and troubleshooting, not 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 we’re committed to providing fair and equal opportunities to all applicants. We also want to provide an accessible interview process, so if there’s any accommodations that would make your experience more comfortable, please let us know. OUR CORE VALUES • We are a team: We’re team Maple. We’re 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: We’re 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. We’re always learning and improving, always seeking feedback, and we tackle challenges with a belief that better is always possible—in ourselves, our processes, our products and our services. • We’re all the way in: We’re 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 Maple—feeling 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. Here’s how we’ve 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. • Maple access: Virtual healthcare for you and your family, including general practitioners, paediatrics, and therapy consultations. • Flex benefits budget: An annual budget to support your growth and well-being. A portion of this budget is dedicated to learning and development through our Branch Out Budget, with the remaining amount flexible to use toward wellness expenses, additional learning, or a one-time contribution to your GRSP, so you can invest in what matters most to you. • Paid health days: 10 extra days for when life happens—rest, 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. The hourly rate range for this role is $18.90 to $20.75. Offers can vary depending on skills, experience, and readiness to meet Maple’s expectations for this level. We encourage open conversations about pay. If you have questions about how compensation works at Maple, you’re welcome to ask at any point in the interview process. OTHER • Job type: Existing vacancy, 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. • Start date: June 2026 Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check. USE OF ARTIFICIAL INTELLIGENCE (AI) At Maple, we do not currently use AI or automated tools to screen, assess, or select candidates. Every application is thoughtfully reviewed by our Talent Acquisition team or hiring managers.