Team Lead, Customer Support

Posted Mar 4

ABOUT MAPLE 

Founded in 2015, Maple is a fast-growing health tech company with a vision to power the future of healthcare by building a connected and superior experience for patients, doctors, and other types of health providers. 

We offer virtual care services across multiple distribution channels, including Direct-to-Consumer ("B2C"), Employers and Private Insurers ("B2B") and Public Sector Institutions ("B2I"). With a growing network of 2,000+ healthcare providers and nearly 4 million Canadians with access to our services, Maple is one of Canada’s fastest-growing virtual care companies. 

We have established an entrepreneurial culture centered around our purpose to support people’s health and well-being, and to strengthen the healthcare system. We attribute our success to our team, who has helped us achieve numerous noteworthy awards including: Globe and Mail's #6 Top Growing Companies in Canada in 2021, #2 in Deloitte Canada’s Technology Fast 50 2021, LinkedIn's Top 10 Startups in Canada 2020, and Bay Street Bull’s The Power 50: Canada’s Most Impactful Companies 2022.

THE POSITION

In support of a high-growth mandate, we’re hiring a Team Lead, Customer Support to join our dynamic and highly engaged Customer Support team. As a Team Lead, you will manage, coach, and support a high-performing front-line team composed of Customer Support Coordinators and Specialists, who are responsible for delivering an exceptional support experience for our customers, including patients and healthcare providers.

In this role, you’ll be responsible for:

Leadership: Providing guidance, coaching, and mentorship to a team of 10 fully-remote Customer Support Coordinators and Specialists, fostering a high-performance, inclusive and collaborative culture. 

Performance Management: Regularly conducting performance assessments and evaluations, and supporting team members to deliver excellent results. 

Customer Support Experience: Overseeing the resolution and escalation of front-line inquiries received through various channels including chat support, demonstrating excellent problem-solving skills and ensuring an exceptional support experience. 

Training and Development: Accountable for onboarding incoming team members, ensuring they acquire a strong understanding of Maple’s products, services, and brand personality. Continuously training and developing the team to ensure high employee engagement, performance, and retention. 

Operational Excellence: Scheduling, reporting, and delivering on Customer Support KPIs. 

Critical to success in this role will be your ability to leverage your frontline customer support experience and people management skills to guide and inspire your team to deliver an excellent support experience. Exceptional verbal and written communication skills will be key requirements for conveying team goals and expectations, and for troubleshooting support challenges and escalations along the way. You are digitally savvy, making effective use of the tools and resources available to you in order to operate the team with excellence. Lastly, your commitment to a positive and inclusive work environment as well as your flexibility in adapting to change will contribute significantly to the overall success of our Customer Support team and Maple.

Note: A healthcare background is not required. Our Customer Support team is focused on answering general inquiries and providing technical and troubleshooting support for the Maple platform. 

12 – 18 MONTH DELIVERABLES

Within the first 90 days, you will have developed a foundational understanding of Maple's vision, products and services, and the way our Customer Support team helps to bring our company's purpose to life. You will have built strong relationships with all members of your team, including enabling their success with daily performance and responsibilities. 

Over the first 12 to 18 months, you will continue to deliver on specific KPIs for your team, as they relate to customer support satisfaction and operational excellence.

CANDIDATE PROFILE

  • The ideal candidate has at least 3+ years of proven experience in front-line Customer Support and effectively managing Support teams, preferably in a remote setting.
  • The ideal candidate possesses exceptional verbal and written communication skills, with confidence in both verbal and electronic communication.
  • Demonstrating an ownership mindset, the candidate is self-motivated and driven to take initiative for the success of the team and the organization.
  • The ideal candidate exhibits high emotional intelligence, empathy, and humility, with a history of building trusting relationships.
  • The ideal candidate shows technical competency and the ability to quickly learn and become an expert user of various software platforms. Experience with Google Suite, Slack, and Intercom is desired, but not required. 

Not checking every box? Please apply anyway. We understand that candidates have different experiences that may make them a fantastic fit for this position, and for Maple. We value equity, diversity, and inclusion, and we’re committed to providing fair and equal opportunities to all applicants. We also want to provide an accessible interview process, so if there’s any accommodations that would make your experience more comfortable, please let us know. 

KEY COMPETENCIES

  • Customer Focus
  • A Leader who Inspires
  • Team Development
  • Digital Literacy
  • Exceptional Communicator
  • Time Management
  • Detail Orientation

CULTURE AND ORGANIZATIONAL FIT

The Maple team is: 

  • Passionate: We believe deeply in our company’s purpose and what we’re trying to accomplish as a team. We want all colleagues to feel passionate about improving access to high-quality healthcare through the power of technology, and to make a positive impact with the work we do, where we work, and in the community. 
  • Supportive: We’re a diverse community that recognizes and embraces the individual differences of our people. We have fun coming to work and bringing the best out of each other. We value and encourage different and diverse perspectives from all parts of the organization. 
  • United: We leave our egos at the door and act with humility. We work collaboratively to overcome obstacles that arise, and we’re united in our purpose and bringing our ambitious goals to life. 
  • Creative: We challenge the status quo of what we think is possible with how we approach our work and projects, celebrating bold thinking. We’re focused on our priorities yet remain agile in how we deliver on our goals. 

WORKING AT MAPLE

We want you to love working at Maple. We want you to feel challenged and supported, cared for, and driven. Just as we’re driven to grow, to improve, to iterate our products and services, we want you to take the same mindset as you work towards achieving your personal best. We can all learn, we can all develop, and we can all power the future of healthcare. But we can only do it together. At Maple, we are a team first and foremost. Your success is our success.

In order to support your health and well-being, we offer a comprehensive set of benefits and perks, including:

  • Health and dental benefits, insurance: Through our Group Benefits, you’ll get access to dental benefits, extended healthcare benefits for drugs, vision, paramedical coverage (e.g. massage therapists, dieticians, mental health professionals), counseling, health service navigation, life insurance, critical illness and disability insurance, and more. 
  • Dedicated Health Spending Account (“HSA”): An additional budget available for you to spend on health-related expenses (e.g. eyeglasses, therapy).
  • Dedicated Wellness Budget: Spend your budget on activities that support your physical and mental wellness. 
  • Maple Coverage: You’ll get unlimited access to Maple for primary care, and a package of therapy consultations.  
  • Paid Health Days: In addition to paid vacation, you’ll receive 10 Paid Health Days for you to use when you’re suddenly feeling sick and unable to work, whether it’s a physical or mental health condition, to attend healthcare appointments and procedures, or if you need to support a loved one with their healthcare needs. 
  • Pregnancy and Parental Leave: We support parents who are welcoming a child into their life in a variety of ways, including a Supplemental Unemployment Benefit based on eligibility. 
  • Professional Development Budget: We encourage all team members to seek opportunities for growth and learning to support professional development. That’s why your Branch Out Budget (“BOB”) is designed to reimburse you for expenses related to any meaningful professional development opportunities. 

OTHER

  • Job type: Full-time
  • Hiring manager: Assistant Manager, Customer Support
  • Location: Fully remote within Canada
  • Start date: March 2024
  • Vacation: 3 weeks

Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check