Bilingual Customer Support Coordinator (French/English)

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  "source_hash": "4a4c99b2438cf8e5afd9a02af68f5318a20aa2b1350e692bb63ed75c8e6eb24a",
  "last_changed_at": "2026-06-11T07:55:18.071Z",
  "active_status": "deleted"
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{
  "language": "en",
  "location": {
    "raw": "Toronto, Ontario",
    "city": "Toronto",
    "region": "ON",
    "country": "Canada",
    "is_remote": true,
    "confidence": 0.85
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-09T07:55:10.638Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Toronto, Ontario",
      "city": "Toronto",
      "region": "ON",
      "country": "Canada",
      "is_remote": true,
      "confidence": 0.85
    },
    "countries": [
      "Canada"
    ]
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  "remote_policy": "remote",
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{}

{
  "lists": [
    {
      "text": "The role ",
      "content": "<p>We’re hiring our next cohort of Bilingual Customer Support Coordinators (CSCs) to join Maple’s Customer Support team in June 2026.</p>\n<p>In this role, you’ll be the first point of contact for patients, providers, and prospective customers using Maple. You’ll handle a high volume of live chat and email conversations, helping users navigate the platform, resolve issues, and get the support they need quickly and clearly.</p>\n<p>This is a structured, high-output role where success comes from balancing speed, accuracy, and empathy. You’ll follow established workflows, use internal tools to troubleshoot issues, and know when to escalate more complex cases. Over time, you’ll build strong judgment in how to prioritize, respond, and deliver a consistently high-quality support experience.</p>\n<p>If you’re someone who enjoys solving problems, communicating clearly, and working in a fast-moving, structured environment, this role is a strong entry point into Customer Support and Operations at Maple.</p>"
    },
    {
      "text": "Your responsibilities",
      "content": "<p><strong>As a Bilingual Customer Support Coordinator, you will:</strong></p>\n\n<li>Respond to live chat and email inquiries, delivering clear, accurate, and timely support to patients and providers.</li>\n<li>Troubleshoot common platform issues by following established workflows and guiding users through step-by-step solutions.</li>\n<li>Identify when issues require escalation and route them efficiently to the appropriate internal teams.</li>\n<li>Manage a high volume of conversations while maintaining strong attention to detail and quality.</li>\n<li>Deliver a consistent, professional, and empathetic experience across every interaction.</li>\n<li>Adapt quickly to updates in workflows, tools, and processes as Maple continues to grow and evolve.</li>\n"
    },
    {
      "text": "What success looks like",
      "content": "<div>\n<p>In your first 90 days, you’ll build a strong understanding of Maple’s support workflows, tools, and troubleshooting processes. You’ll begin independently managing live chat and email inquiries, balancing speed and accuracy while learning how to prioritize and escalate effectively.</p>\n<p>Over the next 12–18 months, you’ll consistently deliver high-quality, efficient support at scale. You’ll develop strong judgment in handling a wide range of inquiries, contribute feedback to improve workflows and knowledge bases, and play a key role in maintaining a reliable, seamless support experience as Maple continues to grow.</p>\n</div>"
    },
    {
      "text": "Who you are",
      "content": "\n<li>Are fully bilingual in English and French, with strong written communication skills in both languages.</li>\n<li>Have experience in a customer-facing role (e.g., retail, hospitality, call centre, or administrative support).</li>\n<li>Are comfortable managing multiple priorities at once while staying organized and detail-oriented.</li>\n<li>Communicate clearly and professionally, even when handling repetitive or high-volume interactions.</li>\n<li>Are a practical problem-solver who can follow structured workflows and apply them consistently.</li>\n<li>Confident working in a digital environment, including MacOS, Google Workspace (Docs, Sheets, Gmail), and communication platforms (Slack or similar), with the ability to quickly learn and navigate new systems and tools.</li>\n<li>Experience using AI tools (e.g., ChatGPT, Claude, Gemini) to improve productivity, streamline workflows, or enhance outputs.</li>\n<li>Stay calm and focused under pressure, maintaining quality even during busy periods.</li>\n<li>Take ownership of your work and follow through reliably.</li>\n\n<div><strong>Nice to have</strong></div>\n\n<li>Experience using ticketing or live chat tools (e.g., Intercom, Zendesk, Freshdesk).</li>\n<li>Experience working in a remote or shift-based environment.</li>\n<li>A healthcare background is not required. This role focuses on platform support and troubleshooting, not medical advice.</li>\n\n<p><em>A healthcare background is not required. This role focuses on platform support and troubleshooting, not medical advice.</em></p>\n<div>\n<p><strong>Play to your strengths.&nbsp;</strong>Finding the right fit goes both ways — so this section is yours to complete. When you join, you’ll add the unique strengths you bring that aren't captured above.</p>\n</div>"
    },
    {
      "text": "How we'll support you",
      "content": "<div><strong>We recognize our
people’s health is everything.
That's why we take care of them.&nbsp;</strong>\n\n<li><strong>Maple for you and your family:</strong> Free, 24/7 access to general practitioners, pediatrics, and mental health therapy for you and your family. Care starts on day one.</li>\n<li><strong>Comprehensive health coverage: </strong>Medical, dental, and life insurance because your peace of mind—and your loved ones—matter most.</li>\n<li><strong>Health Spending Account:</strong> Extra funds to cover the essentials that make a difference, from new glasses to specialized therapy.</li>\n<li><strong>Flex Benefits:</strong> An annual budget built for your growth and well-being. Use it for professional development, wellness expenses, or a one-time boost to your retirement savings. You choose what matters most.</li>\n<li><strong>Health Days: </strong>Life happens. We provide 10 dedicated days for rest, medical appointments, or caregiving, so you can show up at your best.</li>\n<li><strong>Destination Days:</strong> Work from anywhere. Enjoy the flexibility to work internationally in eligible countries for up to 5 days per year.</li>\n<li><strong>Group Retirement Savings Plan:</strong> We’re here for the long haul. Invest in your future with our group retirement plan.</li>\n\n</div>"
    },
    {
      "text": "The details",
      "content": "\n<li><strong>Job type: </strong>Existing vacancy, full-time (40-44 hours per week)</li>\n<li><strong>Location:</strong> This is a fully remote position within Canada. All work must be performed while physically located in Canada.</li>\n<li><strong>Support hours: </strong>Our customer support hours are currently 7:00 AM to 10:00 PM Eastern Time (ET), seven days a week, 365 days a year.</li>\n<li><strong>Shift requirements: </strong>This is a synchronous shift-based role. Candidates must have the flexibility to work early mornings, late evenings, weekends, and holidays as required.</li>\n<li><strong>Start date: </strong>June 2026</li>\n<li><strong>Hourly range:</strong> $21.30-$23.15&nbsp;</li>\n\n<div>\n<p>Offers can vary depending on skills, experience, and readiness to meet Maple’s expectations for this level. We encourage open conversations about pay. If you have questions about how compensation works at Maple, you’re welcome to ask at any point in the interview process.</p>\n<p>At Maple, we’re committed to the safety and security of our platform. Please note that any offer of employment is subject to a criminal record check (EPIC) and identity verification. Additional checks, including employment or education verification, may be conducted depending on the requirements of the role.</p>\n<p><strong>Use of artificial intelligence&nbsp;</strong></p>\n<p>At Maple, we do not currently use Artificial Intelligence (AI) or automated tools to screen, assess, or select candidates. Every application is thoughtfully reviewed by our Talent Acquisition team or hiring managers.</p>\n</div>"
    }
  ],
  "country": "CA",
  "createdAt": 1776723273806,
  "updatedAt": null,
  "categories": {
    "team": "Clinical and Customer Support Operations",
    "location": "Toronto, Ontario",
    "commitment": "Full-Time Employee",
    "allLocations": [
      "Toronto, Ontario"
    ]
  },
  "salaryRange": null,
  "workplaceType": "remote"
}