We are looking for a full-time Customer Support Representative to provide accurate product information, train customers, and quickly and reliably resolve any issues that arise. You will work directly with customers to support them, maintain and grow existing relationships, identify opportunities to improve the product, and reduce churn.

Working hours are Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern.

**Who we are:**
Our product helps health and wellness professionals (e.g., massage therapists and physiotherapists) have less paperwork, stay organized, and free up more time for clients instead of administrative tasks. We are 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 who genuinely enjoys working with customers. To succeed in this role, you’ll need:
– Active listening
– A friendly tone
– Clear and precise writing
– Critical thinking and problem-solving
– Compassion, empathy, and patience

**What you’ll do:**
– Respond to support requests through our ticketing system (written responses and video responses with the camera on), by phone, via Google Meet, and through chat
– Update our knowledge base
– Create short product videos to share best practices
– Identify product gaps that affect customer success
– Work with Product and Development to ensure issues are resolved
– Proactively look for opportunities to train customers
– Complete quarterly customer experience projects that align with your interests

**What you should bring:**
Relevant experience includes:
– 2+ years of experience 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 collaborating closely with teams such as Development, Marketing, and Product
– Experience using a support tool such as Zendesk, Help Scout, Intercom, etc.

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

You’ll be part of a small, tight-knit support team that is empathetic, supportive, and genuinely competent. We hear this from customers again and again—reflected in CSAT scores, NPS surveys, and even unsolicited thank-you messages. We take care of our customers, and we take care of each other.

**Compensation:**
– Salary: 50,000 CAD
– Time off: 11 statutory holidays, 15 vacation days, plus an additional bonus vacation day per month (when targets are met)

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

As part of the application process, please imagine you’re a Google Customer Support Representative and complete the following tasks:
– **Write a response to this question:** I use Google Sheets for my price list. I have 10 products and want to calculate the average price. Can you show me how?
– **Record a video response** (using **https://www.loom.com**) to this question: I use Google Sheets for my price list. I have 10 products and 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 selected, you’ll be contacted for the second stage of the interview process: a Google Meet session to discuss your previous experience. The final stage is a task that takes about 30 to 45 minutes.

We look forward to reviewing your application!