Customer Success Specialist

Staffy; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

A healthcare staffing agency in Toronto is seeking a Customer Success Specialist to ensure seamless operations and exceptional service delivery. Responsibilities include addressing client issues, coordinating communications, and ensuring compliance with regulatory standards. Ideal candidates have 2+ years in customer support, preferably in healthcare or SaaS environments. The role requires excellent communication skills and a proactive approach to problem-solving.

Qualifications

• 2+ years of experience in customer success, client support, or a related role.
• Experience in a start-up or scale-up SaaS company is a bonus.
• Experience in a healthcare environment is a bonus.

Responsibilities

• Respond to client and contractor issues promptly via email, phone, and SMS.
• Coordinate communications to contractors and clients for timely updates.
• Act as a subject matter expert on Apps and Systems.
• Monitor open issues through Freshdesk.
• Review contractor app applications for suitability.

Skills

Customer support experience

Proactive problem solving

Communication skills

Knowledge of regulatory compliance

Experience with Freshdesk

Job description

As a Customer Success 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 healthcare 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 the 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

• 2+ years of experience in customer success, client support, or a related role.
• Previous experience working in a start-up or scale-up SaaS company is a bonus.
• Previous experience working in a healthcare environment is a bonus.

Work Requirements

• We are looking to fill the following shifts :
• 5 : 30 am to 11 : 30 am Mondays, Fridays, Saturdays, and Sundays
• 12 : 00 pm to 6 : 00 pm Saturdays and Sundays
• 5 : 30 pm to 11 : 30 pm Mondays, Tuesdays, Wednesdays, Thursdays, Fridays, Saturdays, and Sundays
• In your application, please let us know the shift times and days of the week you are available, including the number of hours (up to 30) you are willing to work.