We’re hiring a full-time Customer Support Representative to provide accurate product information, educate customers, and quickly resolve any issues they encounter. You’ll work directly with customers to support them, maintain and grow existing relationships, spot opportunities to improve the product, and reduce churn.

Hours are Monday to Friday, 9:00am to 5:00pm Eastern.

**Who we are:**
Our product helps health and wellness practitioners (such as massage therapists and physical therapists) reduce paperwork, stay organized, and free up more time for clients instead of administrative tasks. We’re bootstrapped, product-led, and profitable. Officially, we’re based in Toronto, but everyone works remotely (and always has).

**What we’re looking for:**
We want someone customers genuinely enjoy working with. To thrive in this role, you’ll need:
– Active listening
– A friendly tone
– Clear and concise writing
– Critical thinking and problem-solving
– Compassion, empathy, and patience

**What you’ll do:**
– Respond to support requests through our ticket system (including written replies and video replies with your camera on), by phone, via Google Meet, and through chat
– Keep our knowledge base up to date
– Create short product videos to teach best practices
– Identify product gaps that affect customer success
– Coordinate with Product and Development to ensure issues are resolved
– Proactively spot opportunities to provide customer training
– Complete quarterly customer experience projects aligned with your interests

**What you’ll need:**
Relevant experience includes:
– 2+ years in Customer Support or Technical Support for a software product (SaaS support experience is a plus, but not required)
– Experience building and maintaining strong customer relationships
– Experience working closely with teams such as Development, Marketing, and Product
– Experience using a support platform like Zendesk, Help Scout, Intercom, etc.

**Why join us:**
We’re a team that cares about the work we do, and we’re proud of the impact we make. Our mission is to reduce stress for small health and wellness clinic owners. We want our community’s providers to be happy, healthy, and able to build long-term careers.

You’ll join a small, close-knit support team that’s empathetic, supportive, and genuinely skilled. Customers consistently tell us this—reflected in CSAT scores, NPS surveys, and unsolicited thank-you messages. We take care of our customers, and we take care of each other.

**Compensation:**
– Salary: $50,000 CAD
– Vacation: 11 public holidays, 15 vacation days, plus a bonus day off every month (when metrics are met)

**Applying:**
Email **careers@clinicsense.com** to introduce yourself and explain why you’d be a great fit. We’re especially interested in the impact you made in your previous roles.

As part of the application process, please imagine you’re a Customer Support Representative for Google and complete the tasks below:
– **Write a response to this question:** I’m using Google Sheets for my price list. I have 10 products and I want to calculate the average price. Can you show me how?
– **Record a video response** (using **https://www.loom.com**) to this question: I’m using Google Sheets for my price list. I have 10 products, and I want to sort my list from the most expensive to the least expensive. Can you show me how?
– **Write a knowledge base article:** Create a help article with step-by-step instructions on how to highlight a cell in Google Sheets when the value in that cell is greater than 10.

If you’re selected, you’ll be contacted for the second stage of the interview process: a Google Meet call to discuss your past experience. The final stage will be an assignment that takes 30 to 45 minutes.

We look forward to reviewing your application!