Customer Support Specialist -(Kelowna, BC)

Fullscript; Vernon; Hybrid; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive Compensation

Flexible Paid Time Off

RRSP match program

Customizable benefits with HSA

Discount on Fullscript catalog

Job summary

Fullscript seeks a Customer Success Specialist to deliver outstanding service to practitioners and patients across North America. You will be the main contact, providing proactive solutions to ensure success and satisfaction.

The role is remote with an in-person Kelowna hub option and requires weekend rotation. Ideal candidates bring customer-focused experience, excellent communication, and a collaborative mindset.

Qualifications

• Proven experience in customer-centric roles in retail or hospitality.
• Strong communication and organizational skills.
• Ability to multitask in a dynamic environment.
• Dedication to delivering excellence in every interaction.
• Flexible scheduling to support North America.
• Familiarity with Gladly and SaaS productivity tools is a plus.

Responsibilities

• Collaborate with practitioners and patients by phone, email, and live chat to identify opportunities to make every user successful.
• Troubleshoot issues and explain product features tailored to the customer’s needs.
• Resolve complex inquiries using multiple support tools and product knowledge.
• Build sustainable relationships of trust through open and interactive communication.
• Collaborate with teammates to propose initiatives that surprise and delight customers.
• Coordinate with teammates to ensure support coverage during business hours.
• Gather trends in issues and feedback and report to your supervisor.
• Support the team to champion Fullscript across North America.

Skills

Customer focus

Strong communication

Organizational skills

Multitasking

Collaborative teamwork

Scheduling flexibility

Gladly familiarity

Tools

Gladly

SaaS tools

Job description

We’re an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care.

That simple idea grew into a platform that powers every part of care. Today, more than 125,000 practitioners use Fullscript for clinical insights, lab interpretations, patient analytics, education, and access to high-quality supplements. Over 10 million patients rely on Fullscript to stay connected to their care plans and follow through on treatment.

We build tools that make care smarter and more human. Tools that save time, simplify decisions, and help practitioners stay closely connected to the people they care for. When everything they need is in one place, they can focus on what matters most: helping people get better.

This is your invitation. Bring your ideas, your grit, and your care for people. Join us and shape the future of care.

About the Role

As a Customer Success Specialist, you will be at the forefront of delivering unparalleled service to practitioners and patients across North America. You'll serve as the primary point of contact, providing proactive assistance and personalized solutions to ensure the success and satisfaction of our diverse customer base. Your dedication to excellence will drive meaningful relationships, foster trust, and elevate the overall customer experience, positioning our company as a leader in the industry.

Please note this position is only open to candidates living in or near Kelowna, BC. While you will be working remotely - being within the Kelowna “hub” allows for occasional in-person (IRL) collaboration & socialization with your team. Must be flexible to work every 4th weekend.

What you’ll do:

• Collaborate with our practitioners and patients by phone, email, and live chat to identify opportunities to make every user successful
• 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

Your background:

• Proven experience in customer‑centric roles, ideally in retail or hospitality
• Passion for customer happiness and a positive, engaging demeanor
• Ability to multitask and excel in a dynamic environment
• Dedication to delivering excellence in every interaction
• Strong communication and organizational skills
• Embracing change and welcoming new challenges
• Enjoyment of collaborative teamwork
• Curiosity and a continuous learning mindset
• You must be flexible in scheduling to support customers across North America
• Familiarity with Gladly and SaaS productivity tools is a plus

The Perks

• Competitive Compensation
• Flexible Paid Time Off program
• Fullscript’s RRSP match program
• Customizable benefits package (medical, dental, vision) with HSA
• Discount on Fullscript catalog of products for family & friends
• With room to make up to 6k in bonuses

Why Fullscript

Great work happens when people feel supported, trusted, and inspired. At Fullscript, we stay curious and keep finding smarter ways to make care better. We grow together, take on new challenges, and focus on impact. We put people first, work as a team, and leave egos at the door.

Equal Opportunity Employer

Fullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at [e-mail]. All offers are contingent on successful background checks conducted in compliance with federal, state, and provincial laws.

We use AI tools to support parts of the hiring process, including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.