Bilingual Customer Support Coordinator (French/English)

Canada·TorontoRemoteFull-Time Employeemid

OtherCoordinator

5 views0 saves0 applied

Apply Now

Quick Summary

Overview

Build better healthcare together Maple’s purpose is to meet the world's healthcare needs. We’re Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners and specialists.

Requirements Summary

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.

Technical Tools

anthropicchatgptgoogle-workspaceslackcustomer-support

Maple’s purpose is to meet the world's healthcare needs. We’re Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners and specialists. Today, we’re proud that over 8 million patients and 7,000 businesses and government partners have access to same-day, proactive and ongoing care. We enable people to take control of their health and push the boundaries of what’s possible every day.

A career at Maple is about making an impact. We empower bold thinking, surround you with an inspiring team and are driven by a motivating purpose. Here, you’ll do work that changes lives — including your own.

We’re hiring our next cohort of Bilingual 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.

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.

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.

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.

A healthcare background is not required. This role focuses on platform support and troubleshooting, not medical advice.

Requirements

~1 min read

At Maple, we do not currently use Artificial Intelligence (AI) or automated tools to screen, assess, or select candidates. Every application is thoughtfully reviewed by our Talent Acquisition team or hiring managers.