Support Operations Specialist

Fullscript is making optimal care easy for everyone.  Through our care delivery platform, health practitioners can seamlessly design personalized health plans, provide support and education tools, and effortlessly prescribe and manage the use of healthcare's best supplements —  all in one place.

Since 2011, Fullscript has enabled over 90,000 practitioners to deliver care and has helped more than 5.5 MIL patients follow a path to wellness. And we are just getting started. 

Come build a healthier future with us.

About the Role:

As a Support Operations Specialist, you’ll be responsible for ensuring the smooth operation of our Customer Success team and managing various operational tasks related to customer support, system administration, and finance. Your primary focus will be on coordinating communication, implementing process improvements, managing tools, and building strong relationships with cross-functional teams. 

Please note this position is only open to candidates who live in or near the Ottawa, ON area. While you will be working remotely - being within the Ottawa "hub" allows for occasional in-person (IRL) collaboration & socialization with your team.

• Escalations & Queue Management
• Manage support operation escalations, including but not limited to agent support and procedure clarifications, Ask the Doctor program, and onboarding practitioner program build requests.
• Monitor onboarding practitioner credential queues and provide review support as volume requires.

• Tooling & Processes
• Administer the CSM by configuring custom fields, views, triggers, and other necessary settings to optimize support workflows.
• Ensure the seamless functioning of the CS tech stack and troubleshoot any issues that arise.
• Take the lead in managing unexpected downtime, outages, and improvements of our tech stack and the certification application.
• Analyze customer insights through Voice of the Customer surveys and other initiatives, identifying trends and themes in customer conversations.
• Implement recommended tools and process improvements for enhanced support operations.
• Assist with designing, testing, and rollout new support channels, workflows, and offerings.
• Own the creation and maintenance of comprehensive documentation for support workflows, ensuring accuracy and relevance.

• Communication & Team Coordination
• Effectively communicate changes, updates, and relevant information to the broader support team.
• Act as a liaison between support and cross-functional teams, including Product, Engineering, Internal Tools, Merchandising, Restrictions Compliance, and IMAT, fostering collaboration and knowledge sharing.
• Monitor and actively participate in relevant Slack channels.

• Finance Support
• Build and foster a close relationship with the Finance team, collaborating on various support-related finance tasks.
• Manage finance-related escalations, including charge disputes and tax reporting concerns.
• Conduct periodic reviews of Stripe transactions to identify and mitigate potential fraudulent activities.
• Coordinate tax refunds with the Finance team to ensure timely and accurate processing.
• Take ownership of customer support responsibilities related to annual tax events, ensuring compliance and accuracy.

• 1+ years of post-secondary education in a related program is a plus.
• 2+ years of experience in customer support or customer success roles, preferably in a technology or healthcare industry.
• 1+ years of experience in a support operations role.
• Strong understanding of support operations and experience with managing escalations and queue management.
• Strong communication and coordination skills, with the ability to liaise between support and cross-functional teams effectively.
• Genuinely enjoys troubleshooting and problem-solving, with a passion for finding solutions.
• Possesses the ability to take ownership, make decisions, and proactively solve problems.
• Strong analytical skills, including the ability to identify trends, patterns, and insights from support data.

• Bonus
• Proficiency in using modern ticketing, customer engagement, and CRM solutions commonly used in customer service environments, such as Zendesk, Salesforce, and Help Scout.
• Experience in implementing and optimizing support processes and workflows.
• A proven track record in managing Voice of the Customer (VoC) programs.
• Familiarity with system administration tasks, including configuring custom fields, views, and triggers.
• Knowledge of finance-related tasks and experience collaborating with finance teams.

• Competitive Compensation
• Flexible Paid Time Off program
• Fullscript’s RRSP match program
• Stock Options
• Customizable benefits package (medical, dental, vision) with HSA
• Discount on Fullscript catalog of products for family & friends

2/21/24

*Our Wherever You Work Well philosophy means Fullscript teammates get to pick their own office — whether that’s in-office, at home, or a bit of both 🐶🏡

Fullscript is committed to diversity in its workforce and is proud to be an equal opportunity employer. We are excited to work with talented people, period. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national or ethnic origin, gender, age, disability, sexual orientation, gender identity and/or expression, marital or civil status, political affiliation, family or parental status, or any other status protected by the laws or regulations in the jurisdictions in which we operate.

Accommodations are available on request for candidates taking part in all aspects of the selection process. Please send an email to accommodations@fullscript.com and let us know the nature of your request and your contact information.

Our team handles a lot of sensitive information, which means we require all candidates that receive and accept employment offers to complete a background check before being hired.