Customer Support Specialist

About the role

You bring a customer service background rooted in Hospitality, Retail, or the Bar/Restaurant industry to deliver exceptional patient experiences. You own the end-to-end resolution of customer inquiries across phone, email, and live chat with a proactive and personalized approach. You cultivate lasting relationships by demonstrating high empathy and strong interpersonal skills in every interaction. You investigate issues with detail-oriented focus, ensuring accurate troubleshooting and clear explanations of product features. You act as a tech curious learner who quickly masters new tools and shares knowledge with colleagues. You champion the Fullscript brand by embodying its commitment to care, trust, and satisfaction in every touchpoint.

Key facts

What you'll do

Investigate and resolve complex customer issues using support tools and deep product knowledge to drive satisfaction.

Troubleshoot technical and account-related questions while explaining product and service features to match customer needs.

Build sustainable patient relationships through open, interactive, and empathetic communication.

Coordinate with your team to ensure seamless support coverage during all business hours across US and Canada.

Identify recurring issues and feedback trends, then report insights to your supervisor for continuous improvement.

Collaborate with teammates to devise new strategies that surprise and delight customers at every stage of their journey.

Utilize tools such as Gladly and other SaaS productivity platforms to manage multi-channel support efficiently.

Maintain detailed records of interactions, capturing every detail essential for accurate follow-up and future reference.

Uphold the Fullscript brand by demonstrating a strong commitment to customer satisfaction in all actions.

Support a flexible schedule that aligns with business needs and optimizes coverage for customers in different time zones.

Serve as a frontline expert who translates integrative health concepts and wellness certifications into clear guidance for users.

Contribute ideas that enhance the support experience and help the team deliver an extraordinary user experience.

Requirements

You have a proven background in customer service, with experience in Hospitality, Retail, or Bar/Restaurant environments preferred.

You demonstrate a proactive approach to providing personalized, efficient assistance that builds trust and loyalty.

You possess strong detail-oriented skills, ensuring precision in troubleshooting and accurate responses to customer queries.

You have excellent interpersonal and relationship-building abilities, with a high degree of empathy.

You are tech curious, enthusiastic about learning new tools, and capable of sharing knowledge with others.

You can multi-task and manage all customer service platforms simultaneously without compromising quality.

You show a strong commitment to excellence in every task and interaction.

You have exceptional verbal and written communication skills, both written and spoken.

You maintain strong organizational skills to manage information from various sources at once.

You are adaptable, ready to embrace change and tackle new challenges in a fast-paced environment.

You function effectively as a team player, collaborating closely with colleagues to achieve shared goals.

You are flexible with scheduling to support optimal coverage for customers across the US and Canada.

Nice to have

Experience with Gladly and other SaaS productivity tools would be a bonus.

Basic understanding of frontend or backend development.

Knowledge or interest in integrative health or any wellness certifications would be advantageous.

Practical notes

Remote-first flexibility to work where you work best, with Ottawa, Kelowna, or Calgary required for this role.

Flexible PTO and competitive pay, because work-life balance matters.

RRSP/401k match and stock options to invest in your future.

Premium benefits package with customizable coverage, paramedical services, and an HSA.

Fullscript discounts to save on high-quality wellness products.

Continuous learning opportunities to grow your skills and career.

Final compensation depends on experience, skills, and location. We review pay regularly to stay aligned with market data and internal equity. Benefits and total rewards may vary by region.