Bilingual Customer Support Coordinator

The Role

We're looking for our next cohort of Bilingual Customer Support Coordinators to join our Customer Support team as the first point of contact for Maple's patients, providers, and prospective customers.

In this role, you'll handle a high volume of live chat and email conversations, helping patients and providers navigate the platform, resolve issues, and get the support they need quickly and clearly. You'll follow established workflows, use our internal tools to troubleshoot, and know when to loop in other teams for more complex cases—building sharper judgment over time in how you prioritize, respond, and deliver a consistently great support experience.

Your Responsibilities

As a Bilingual Customer Support Coordinator, you will:

• Respond to live chat and email inquiries, delivering clear, accurate, and timely support to patients and providers

• Troubleshoot common platform issues by following established workflows and guiding users through step-by-step solutions

• Identify when issues need escalation and route them to the right internal team quickly

• Manage a high volume of conversations while keeping a sharp eye for detail and quality

• Deliver a consistent, professional, and empathetic experience in every interaction

• Adapt quickly to changes in workflows, tools, and processes as Maple grows

What Success Looks Like

In your first 90 days, you'll get comfortable with Maple's support workflows, tools, and troubleshooting processes. You'll start independently managing live chat and email conversations, balancing speed and accuracy while learning how to prioritize and escalate the right way.

Over the next 12–18 months, you'll consistently deliver high-quality, efficient support at scale. You'll build strong judgment across a wide range of inquiries, share feedback that helps improve our workflows and knowledge base, and play a key role in keeping support reliable and seamless as Maple continues to grow.What You Bring

• Fully bilingual in English and French, with strong written communication skills in both languages

• Experience in a customer-facing role, e.g., retail, hospitality, call center, or administrative support

• Comfortable juggling multiple priorities while staying organized and detail-oriented

• A clear, professional communicator, even when handling repetitive or high-volume interactions

• A practical problem-solver who can follow structured workflows and apply them consistently

• Confident working in a digital environment, including macOS, Google Workspace (Docs, Sheets, Gmail) and tools like Slack—and quick to pick up new systems

• Experience using AI tools (like ChatGPT, Claude, or Gemini) to boost productivity or streamline your work

• Calm and focused under pressure, even during busy periods

• Someone who takes ownership of their work and follows through, every time

Nice to have:

• Experience with ticketing or live chat tools (like Intercom, Zendesk, or Freshdesk)

• Experience working in a remote or shift-based environment

A healthcare background isn't required—this role is about platform support and troubleshooting, not medical advice.

How We'll Support You

We recognize our people's health is everything. That's why we take care of them.

• Maple for you and your family: 24/7 access to general practitioners, pediatrics, and mental health therapy for you and your family. Care starts on day one.

• Comprehensive health coverage: Medical, dental, and life insurance because your peace of mind—and your loved ones—matter most.

• Health spending account: Extra funds to cover essentials like new glasses or specialized therapy.

• Flex benefits: An annual budget for professional development, wellness expenses, or a one-time boost to your retirement savings. You choose what matters most.

• Health days: 10 dedicated days for rest, medical appointments, or caregiving, so you can show up at your best.

• Destination days: Work from anywhere. Enjoy flexibility to work internationally in eligible countries for up to five days per year.

• Group retirement savings plan: Invest in your future with our group retirement plan.