Customer Support Specialist

Job Description

Job Description

Mission of the Role

As a Customer Support Specialist at Staffy, you will be responsible for ensuring seamless operations and exceptional service delivery to our clients. You will play a vital role in addressing contractor issues, managing shifts, and ensuring compliance with regulatory requirements. Your proactive approach will contribute to optimizing client satisfaction and operational efficiency within the health care industry.

What You'll Be Responsible For :

Respond to client and contractor issues promptly and effectively via email, phone, and SMS to ensure timely resolution and client satisfaction.

Coordinate electronic SMS blasts and communications to contractors and clients for timely updates and notifications.

Act as an App and System subject matter expert, consulting with SOPs (Standard Operating Procedures) to troubleshoot and solve system issues for clients and contractors.

Monitor open and pending issues through Freshdesk, communicating with internal teams to facilitate swift resolutions.

Review and assess contractor app applications to ensure suitability for client needs and regulatory requirements.

Monitor and address unapproved profiles to streamline onboarding processes and ensure compliance.

Review and verify qualifications such as RN / RPN & PSW certifications to ensure compliance with regulatory standards.

Review sub-skills of contractors to match with client requirements and optimize service delivery.

Post client shifts accurately and promptly, ensuring alignment with client requirements and expectations.

Facilitate ID badge fulfillment for contractors, maintaining security protocols and compliance standards.

Experience :

Experience in customer success, client support, or a related role.

Previous experience working in a start-up or scale-up SaaS company is an added bonus.

Previous experience working in a healthcare environment is an added bonus.

Work Requirements :

Availability to work from the Downtown Toronto office 3 days per week (Tuesday – Thursday) when rostered on.

Availability to work 40 hours across a shift based roster between 5 : 30am - 11 : 30pm Monday to Sunday.

What We Offer

ESOP (Employee Stock Option Plan)

Extended health benefits, including a FlexPlan

Vacation, sick, and personal days

Lunch program

Remote work program

Our Commitment to Diversity

At Staffy Health, we aim to foster a culture of inclusion and belonging by hiring and supporting a diverse workforce. We are proud to be an equal-opportunity workplace.

We welcome all individuals and are committed to providing equal opportunities regardless of race, gender, orientation, sexual identity, economic class, ability, disability, age, religious beliefs, or status. We believe that diversity in perspectives and backgrounds is essential for growth and innovation.

Compensation :

50,000 to $57,200.00 + ESOP

Office Address :

485 Queen Street West, Suite 200, Toronto, ON M5V 2A9