Customer Success Specialist – Labs (HealthTech)

About the Role

Join a leading HealthTech innovator dedicated to helping people live better lives. As a Customer Success Specialist – Labs, you will play a pivotal role in our mission by serving as the primary point of contact for practitioners and patients across North America, ensuring an exceptional experience through proactive support and personalized solutions.

Main Missions

• Act as the main liaison for practitioners and patients, providing high-quality assistance across multiple communication channels.
• Manage a high volume of inquiries (approximately 25 contacts per day / 125 per week) with efficiency and professionalism.
• Maintain industry-leading performance standards, targeting a CSAT and QA score of over 90%.
• Collaborate closely with laboratory representatives and cross-functional teams to resolve complex issues.
• Monitor product evolution, identify potential bugs, and report them to ensure continuous platform improvement.
• Ensure timely resolution of all support tickets while maintaining meticulous attention to detail.

Profile Required

• Proven ability to work autonomously and manage time effectively without direct supervision.
• Strong problem-solving skills with a proactive and solution-oriented mindset.
• Exceptional communication skills, capable of interacting professionally with healthcare providers.
• Highly organized with a keen eye for detail and the ability to multitask in a fast-paced environment.
• Availability to work every fourth weekend as part of the team rotation.

Required Skills

• Customer Relationship Management (CRM)
• Technical Troubleshooting
• Healthcare Industry Knowledge
• Effective Communication (Written & Verbal)
• Time Management & Autonomy

Work Environment

• Remote-friendly position based in the Calgary area.
• Occasional in-person meetings for team collaboration.