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About workpinnacle
workpinnacle is a trailblazing health‑tech pioneer that is reshaping the way Canadians experience care. Since our launch in 2015, we have grown from a modest startup into one of Canada’s fastest‑growing virtual‑care platforms, serving over 4 million users and partnering with more than 2,000 healthcare professionals. Our mission is simple yet ambitious: to power the future of healthcare by delivering a connected, superior experience for patients, providers, and payers alike. We do this through a suite of virtual care services that span Direct‑to‑Consumer (B2C), Employer and Private Insurer (B2B), and Public Sector (B2I) channels. Our entrepreneurial culture is built around purpose, innovation, and a relentless focus on improving health outcomes for everyone.
The Opportunity
We’re looking for a Customer Support Coordinator (CSC) to become the first line of empathy, efficiency, and expertise for our patients, providers, and prospective customers. As a CSC at workpinnacle, you will be the friendly voice that guides users through our platform, resolves issues, and ensures a seamless experience across live chat and email. Your work will directly impact the satisfaction of millions of Canadians who rely on workpinnacle for timely, high‑quality virtual care.
Key Responsibilities
- First‑Point Support: Respond to live chat and email inquiries with speed, accuracy, and a customer‑centric tone.
- Problem Solving: Guide users through troubleshooting steps, diagnose common platform issues, and provide clear, actionable solutions.
- Escalation Management: Identify complex problems that require deeper investigation and seamlessly hand them off to the appropriate specialist teams.
- Ticketing System Mastery: Use our Intercom ticketing platform to log, track, and close tickets following established workflows.
- Process Improvement: Capture recurring issues, suggest enhancements, and contribute to the evolution of our knowledge base and support documentation.
- Multitasking Excellence: Manage multiple concurrent conversations while maintaining a high standard of customer experience.
- Adaptability: Thrive in a fast‑moving environment, quickly learning new features, policies, and procedures as workpinnacle scales.
Deliverables – 12 to 18 Months
First 90 Days: Master workpinnacle’s support workflows, ticketing system, and troubleshooting guides. Handle live chat and email inquiries independently while learning when to elevate issues. Provide feedback to refine internal knowledge bases.
Next 12–18 Months: Continue delivering high‑quality support, adapt to platform updates, and streamline ticketing processes. Lead initiatives that reduce response times and improve resolution rates, ensuring a smooth experience as workpinnacle expands its user base.
Essential Qualifications
- Excellent written communication skills in English.
- Prior customer‑facing experience (retail, hospitality, call center, or administrative roles).
- Tech‑savvy with the ability to quickly learn and navigate multiple digital systems.
- Natural problem‑solver who can break down complex issues into simple, actionable steps.
- Friendly, patient, and professional demeanor with strong empathy for users.
- Experience with ticketing or live‑chat platforms (Zendesk, Freshdesk, Intercom) is a plus but not required.
- Healthcare background is not required; this role focuses on platform support, not medical advice.
Preferred Qualifications
- Experience in a virtual‑care or health‑tech environment.
- Knowledge of HIPAA or Canadian privacy regulations.
- Multilingual abilities (French, Spanish, or other languages) to serve a diverse user base.
- Previous exposure to agile or continuous‑improvement processes.
Skills & Competencies
- Strong analytical and troubleshooting skills.
- Excellent time‑management and organizational abilities.
- Effective communication and active listening.
- Ability to remain calm under pressure and handle high‑volume periods.
- Team collaboration and a willingness to share knowledge.
- Commitment to continuous learning and self‑improvement.
Career Growth & Learning Opportunities
workpinnacle is committed to nurturing talent and providing clear pathways for advancement. As a CSC, you will have the chance to:
- Progress to Senior Support Specialist or Team Lead roles.
- Transition into product support, quality assurance, or customer success positions.
- Participate in cross‑functional projects that shape workpinnacle’s platform roadmap.
- Access a dedicated professional development budget of $1,000 annually for courses, certifications, or conferences.
- Engage in mentorship programs and peer‑learning circles.
Work Environment & Culture
workpinnacle values a culture of teamwork, boldness, accountability, continuous improvement, and wholehearted commitment. We celebrate wins, learn from mistakes, and push the boundaries of what’s possible in virtual care. Our remote‑first model empowers you to work from anywhere in Canada, while our flexible shift structure ensures you can balance personal and professional responsibilities. We foster an inclusive environment where diverse perspectives are not only welcomed but essential to our success.
Compensation & Benefits
While specific salary figures are confidential, workpinnacle offers a competitive compensation package that reflects your experience and the value you bring. In addition, you will enjoy:
- Comprehensive health, dental, and vision coverage.
- Life and disability insurance.
- Health spending account for wellness essentials.
- Wellness budget for fitness classes, mindfulness tools, and more.
- Virtual healthcare access for you and your family.
- 10 paid health days for rest, appointments, or caregiving.
- Destination5 program: work internationally in eligible countries for up to 5 days per year.
- Group retirement savings plan.
- Paid time off: 2 weeks of vacation, plus holidays.
Application Process
If you’re passionate about delivering exceptional support, thrive in a fast‑paced environment, and want to be part of a company that’s redefining healthcare, we encourage you to apply. We value equity, diversity, and inclusion, and we’re committed to providing an accessible interview process. If you need accommodations, please let us know.
Join workpinnacle Today
Become a vital part of workpinnacle’s mission to empower Canadians with seamless, high‑quality virtual care. Your expertise will help patients, providers, and partners navigate our platform with confidence, ensuring that every interaction reflects workpinnacle’s commitment to excellence. Apply now and help shape the future of healthcare—one conversation at a time.
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