Customer Support Specialist

Job Title: Customer Support Specialist

Location: Candidate must be located in Canada. (West Coast Timezone Preferred). Our office is located in Toronto, ON, Canada, but the role is remote/hybrid/flexible.

Reports to: Customer Support Manager

About the Role

Do you love solving problems, connecting with people, and making their day easier? At Practice Better, we're looking for a Customer Support Specialist who's excited to support our customers as we grow.

This isn't your typical support role: you'll have the chance to shape how we serve our customers, help build new processes, and be part of a team that's passionate about helping Health & Wellness professionals thrive. You'll have autonomy and ownership over your work, with a supportive team to back you up.

If you're someone who enjoys challenges, thrives in a fast-paced startup environment, and cares about making an impact in the health and wellness space, this could be the role for you.

• Act as a problem-solver: understand customer needs, troubleshoot issues, and follow up to ensure resolution.
• Guide and train customers on the Practice Better platform so they can confidently use its features.
• Build deep product knowledge and share it with customers in clear, practical ways.
• Contribute to support resources like help articles and guides.
• Collect customer feedback, identify trends, and share insights with the development team.
• Log requests and keep teams updated on customer needs.
• Meet personal and team goals such as CSAT and response times while keeping customer satisfaction a top priority.
  

• Completion of a post-secondary certificate or degree.
• 2-4 years of experience as a Customer Support Specialist.
• Excellent written and verbal communication skills in English.
• Experience in a SaaS customer support role is a strong asset.
• Experience in the health and wellness industry is a bonus.
• Tech-savvy and comfortable learning new tools.
  

• Detail-oriented, organized, and strong with time management.
• Energized by fast-paced environments and the hustle of startup life.
• Customer-first mindset, focused on creating exceptional experiences.
• Results-driven and strategic in your approach.
• Comfortable working independently with little supervision.
• Able to work efficiently in a remote setting.
• Flexible to occasionally cover evenings and weekends to ensure customer support across time zones.

You'll also get to work with a modern support stack — Zendesk, Guru, Slack, and JIRA — to keep things running smoothly.

At Practice Better, every day is a chance to make a real impact. If you're ready to join a growing team helping Health & Wellness professionals change lives, we'd love to connect.

Our Perks and 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.
• RRSP / 401K matching program for retirement savings.
• 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: $1,000/year to explore a new skill, attend a conference, read some new books, etc.
• Sprout Family: Receive personalized support for the family-building process, accessing top-quality care. Schedule a consultation with Sprout's Team for guidance, education, coaching, and assistance in finding a top provider, addressing medical, legal, or regulatory concerns throughout your journey. Currently for Canadian Employees Only
• Inkblot: Access to one of Canada's leading digital mental health companies, focusing on offering secure online video counseling through our corporate mental health programs and individual counseling services. Currently for Canadian Employees Only
• Fully Remote: Work from the comfort of your own home with the choice to access our downtown Toronto office for a change of scenery.
• Events & Free Lunches: We prioritize weekly team bonding and monthly company-wide social events with a lunch stipend. We pride ourselves on maintaining a culture where everyone feels engaged, inspired, and excited to come to work every day.