Customer Support Specialist - Remote

Overview

At Practice Better, we believe practitioners and their clients deserve better. We’re changing how health and wellness practitioners work by building a modern EHR that’s designed to support the health of their clients and their practice at the same time.

We’re on a mission to help millions of practitioners build the independent practice of their dreams. Founded in 2016, we’re built by practitioners, for practitioners. In 2023, we acquired That Clean Life, the #1 nutrition planning software for nutrition-based care. With tens of thousands of customers in 70+ countries worldwide, we’re honored to be the EHR of choice for the practitioner with an independent spirit. And we’re just getting started.

In Short

• Resolve product or service problems by clarifying the customer's need; determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution.
• Perform a full range of customer service tasks to support users, including training users on the functionality of the Practice Better platform.
• Develop and maintain in-depth product knowledge and an ability to educate users about how best to use features and implement Practice Better to reach their goals.
• Assist in developing support materials such as help articles.
• Identify and assess customers’ needs to achieve satisfaction and customer retention.
• Collect feedback from users, analyze competing products and share suggestions with the development team.
• Share/log user requests and suggestions with the development team.
• Meet personal/team KPIs by way of CSAT and response times.

Requirements

• 2+ years experience in a customer support role in a SaaS environment.
• Excellent written, oral, and communication skills in English.
• Tech-savvy, work with customers to easily solve questions (technical and non-technical).
• Experience in a customer support role in the Health and Wellness, Health-Tech Industry is a bonus.
• Experience with Live-Chat support is preferred.

Benefits

• Unlimited Vacation: We believe you can be highly productive and still have plenty of time for life outside of work.
• Generous health benefits plan: Coverage starts from Day 1 and includes vision & dental.
• Sprout Family: Receive personalized support for the family-building process, accessing top-quality care.
• Inkblot: Access to one of Canada’s leading digital mental health companies.
• Choose your device: You get to pick between Windows or Apple.
• Home Office Allowance: $500/year to ensure your home office is set up for optimal comfort and productivity.
• Health & Wellness Allowance: $750/year to support your health & wellness-related goals and hobbies.
• Learning & Development Allowance: $1000/year to explore a new skill, attend a conference, read some new books, etc.
• Fully Remote: Work from the comfort of your own home with the choice to access our downtown Toronto office.
• Events & Free Lunches: We prioritize weekly team bonding and monthly company-wide social events.