Customer Success Specialist

We’re seeking a Customer Success Specialist to provide our customers with an exceptional experience in Ottawa, Canada.

Who you are:

• Service Obsessed - it’s about proactive, personalized, efficient help that builds relationships!
• Master of Details - essential for troubleshooting and making sure we’ve answered all questions accurately.
• Relationship Builder - highly empathetic and strong interpersonal skills.
• Tech-savvy - interest and curiosity in how things work, passionate about new tech tools, and sharing tips & tricks with other people.
• Adaptable - being able to pivot to changes quickly in a quickly growing environment

What you'll do:

• Collaborating with our practitioners and patients by phone, email, and live chat to identify opportunities to make every user successful. This involves troubleshooting issues and recommending or explaining product and service features that are best suited to the customer’s needs.
• Successfully resolving complex customer email and telephone inquiries through the use of multiple customer support tools and personal product knowledge.
• Building sustainable relationships of trust through open and interactive communication
• Collaborating with your teammates to come up with new initiatives to surprise & delight our customers
• Coordinating closely with your teammates to ensure support is covered during all business hours.
• Gathering trends in issues and feedback and reporting them to your supervisor.
• Working closely with the rest of the support team to ensure there is coverage during all business hours, being a champion of Fullscript
• Other duties determined by the department from time to time

What you bring to the table:

• You have a passion for customer happiness and an upbeat, engaging personality.
• You’re prepared to wear multiple hats while owning all customer service platforms.
• You have a strong dedication to excellence in everything you do!
• You possess superb verbal and written communication skills.
• You possess organizational skills and are able to deal with information coming from different sources at once.
• Change isn’t just a six-letter word; it’s something you embrace and aren’t afraid of new challenges.
• You enjoy working closely with a great team to create an extraordinary user experience.
• You are flexible with scheduling to ensure optimal coverage for customers within the US and Canada, coast-to-coast.
• Knowledge of Zendesk and other SaaS productivity tools.
• Frontend or backend development understanding.
• Integrative health knowledge or understanding of any certifications around wellness.

What we can offer you:

• While this position is completely virtual, we are only pursuing candidates in Ottawa and surrounding cities.
• Flexible Paid Time Off program
• Fullscript’s RRSP match program
• Stock Options
• Custom benefits package (medical, dental, vision) with RRSP
• Discount on Fullscript catalog of products for family & friends
• Training budget and company-wide learning initiatives 
• Employee Wellness Programs