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 full resolution lifecycle for customer inquiries across phone, email, and live chat with a proactive and personalized mindset. You cultivate lasting relationships by demonstrating high empathy and excellent interpersonal skills in every interaction. You investigate issues with meticulous attention to detail to ensure accurate and efficient responses. You approach new technology with curiosity and enthusiasm for learning and sharing new tools with customers. You act as a brand champion, upholding Fullscript's commitment to satisfaction and trust. You collaborate daily with teammates to innovate and surprise customers with outstanding support.

Key facts

What you'll do

Investigate and resolve complex customer inquiries using support tools and product knowledge with precision.

Troubleshoot technical or account issues via phone, email, and live chat to restore seamless user experiences.

Interpret product and service features to recommend solutions that align with practitioner and patient needs.

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

Collaborate with cross-functional teammates to devise strategies that surprise and delight customers consistently.

Coordinate coverage with your team to ensure uninterrupted support during all business hours.

Identify recurring issues and feedback trends to report insights and improvement ideas to your supervisor.

Leverage Gladly and other SaaS productivity tools to streamline support workflows and documentation.

Champion the Fullscript brand by embodying its values and upholding its customer satisfaction standards.

Engage in continuous learning to deepen product understanding and enhance service delivery over time.

Support backend processes that contribute to a smooth and efficient customer journey.

Communicate clearly and professionally in all interactions to reinforce trust and clarity.

Contribute ideas for improving the overall support experience based on direct customer interactions.

Maintain detailed records of customer interactions to ensure accuracy and continuity.

Requirements

You have a proven background in customer service, preferably gained in Hospitality, Retail, or the Bar/Restaurant industry.

You demonstrate a proactive approach to providing personalized, efficient assistance that fosters long-term relationships.

You possess a detail-oriented mindset essential for troubleshooting and ensuring accurate responses to customer queries.

You have strong verbal and written communication skills to convey information clearly and professionally.

You show a high degree of empathy and interpersonal skills to connect with customers and understand their needs.

You are comfortable managing multiple tasks and platforms simultaneously without compromising quality.

You maintain an adaptable nature 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 create an extraordinary user experience.

You are willing to adjust your schedule to ensure optimal coverage for customers across the US and Canada.

You have a basic understanding of frontend or backend development concepts.

You have knowledge of or interest in integrative health or relevant wellness certifications.

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

Nice to have

Preferred candidates may have prior experience in health technology or similar regulated industries.

Experience supporting high-volume customer interactions in a fast-paced setting is advantageous.

Any additional exposure to patient-facing roles or wellness environments can strengthen your fit for this role.

Practical notes

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

Flexibility with scheduling is required to ensure coverage across business hours in the US and Canada.

Final compensation depends on experience, skills, and location. Benefits and total rewards may vary by region.

Fullscript shares salary ranges to support transparency and help candidates make informed decisions. The pay shown reflects base salary only and does not include stock options, wellness stipends, or other benefits that are part of Fullscript's total rewards package.

We review pay regularly to stay aligned with market data and internal equity.