Customer Support Specialist

About Fullscript

Fullscript is a leading health technology company committed to enhancing patient well-being. Founded in 2011 with the vision to simplify practitioners' access to trusted products, Fullscript now provides a platform used by over 125,000 practitioners for clinical insights, lab interpretations, patient analytics, education, and supplement access. More than 10 million patients depend on Fullscript to stay engaged with their care plans.

Our tools are designed to make healthcare smarter and more compassionate by streamlining time management, simplifying decisions, and helping providers stay connected to their patients. By uniting all necessary resources in one platform, practitioners can focus on their core mission: aiding recovery and health improvement.

Role Overview

We are seeking a Customer Support Specialist with a robust background in customer service, ideally from the hospitality, retail, or food and beverage industries. This role is perfect for someone who is enthusiastic about delivering exceptional customer experiences.

• Proactively offer tailored, efficient support to foster durable customer relationships.
• Pay meticulous attention to detail required for effective troubleshooting and precise query resolution.
• Demonstrate empathy and strong interpersonal abilities to nurture customer rapport.
• Exhibit curiosity about technology, with eagerness to learn about and utilize new tech tools.

Key Duties

• Engage with customers via phone, email, and live chat to identify ways to enhance their experience.
• Diagnose issues and advise on product features that align with customer needs.
• Handle complex inquiries using customer support systems and personal product expertise.
• Develop long-lasting relationships through open, interactive communication.
• Collaborate with team members to create innovative strategies that surprise and delight customers.
• Ensure consistent support coverage across all business hours by coordinating with the team.
• Spot emerging trends from customer feedback and report them appropriately.
• Champion the Fullscript brand and uphold its dedication to customer satisfaction.

Qualifications and Attributes

• Genuine passion for customer satisfaction coupled with a naturally engaging demeanor.
• Ability to handle multiple tasks and manage interactions across various customer service channels.
• Dedication to delivering excellence in every aspect of work.
• Outstanding verbal and written communication skills.
• Strong organizational ability to manage diverse information sources simultaneously.
• Adaptable and open to change, willing to face new challenges head-on.
• Collaborative team spirit, especially in partnership with colleagues to enhance user experiences.
• Flexible scheduling availability to provide optimal customer service in US and Canada time zones.
• Experience with SaaS productivity tools like Gladly is a plus.
• Basic knowledge of frontend or backend software development is advantageous.
• Interest or certifications in integrative health or wellness are beneficial.

Compensation and Benefits

• Annual base salary of 44000 CAD
• Potential to earn up to 6000 CAD annually in performance bonuses
• Remote-first work model with mandatory presence in Ottawa, Kelowna, or Calgary for this position
• Flexible paid time off and competitive remuneration supporting work-life balance
• Retirement matching plans including RRSP/401k and stock options to support long-term financial growth
• Comprehensive benefits package featuring personalized coverage, paramedical services, and a Health Spending Account (HSA)
• Discounts on premium wellness products through Fullscript
• Opportunities for ongoing professional development to advance skills and career

Additional Information

Salary figures represent the base pay and exclude variable compensation such as stock options, wellness stipends, or other benefits. Actual pay depends on experience, qualifications, and geographic location. Benefits and rewards may vary by region.

Fullscript promotes a work environment where people feel supported, trusted, and motivated. The company values curiosity, teamwork, inclusion, and delivering meaningful impact while maintaining humility.

Applications must be submitted through official channels; direct inquiries about status are not accommodated due to volume. Employment offers are conditional on background checks adhering to applicable laws. AI systems may be used in parts of the hiring process, but final decisions are made by human recruiters, compliant with Canadian and US employment and privacy regulations.