Platform Success Representative

Intrahealth Global Operations Limited; Calgary; Hybrid; CAD 65,000 - 75,000; Full time

Job summary

WELL Health Technologies in Calgary is seeking a Platform Success Representative to own customer support channels end-to-end and contribute to product improvements. You will help clinicians and staff with onboarding, documentation, and feature adoption to drive platform success.

Leverage your experience in healthcare IT and strong communication skills to translate complex changes into clear guidance, while collaborating with product and engineering teams to deliver value.

Qualifications

• 2+ years in a technical support, customer success, or healthcare IT role.
• Ability to learn complex software quickly and explain it simply to non-technical users.
• Strong written communication; ability to write step-by-step guides and release notes.
• Experience facilitating training sessions for end users.
• Collaborate cross-functionally with developers, product managers, and clinicians.

Responsibilities

• Own and manage customer-facing support channels (email, chat, tickets).
• Troubleshoot and triage platform issues, escalate to dev teams with clear docs.
• Document all customer interactions to support issue tracking and trends.
• Capture and relay customer feedback to product for roadmap input.
• Support onboarding and ongoing success for new clinic users.

Skills

Technical support experience

Quick learner

Strong written communication

Training experience

Cross-functional collaboration

Tools

AzureDevOps

Job description

Position Title: Platform Success Representative

Salary Range: $65,000 - $75,000 CAD per annum

Job Class: Full Time

About the Company

WELL Health Technologies is an innovative technology-enabled healthcare company whose overarching objective is to positively impact health outcomes by leveraging technology to empower and support healthcare practitioners and their patients and is publicly traded on the Toronto Stock Exchange under the symbol "WELL." As the largest clinic network in Canada, operating under the WELL Health Clinic Network brand, we currently have 220+ clinics across the country. Our team includes over 3,400 WELL Care Providers, facilitating more than 4.2 million patient interactions each year. Our clinics offer a diverse range of services, including walk-in appointments, family medicine, internal medicine, Kinesiology, sleep apnea treatment, botox procedures, and women’s health services. The company has built a comprehensive practitioner enablement platform which includes digital Electronic Medical Records (EMR), practice management software, practitioner enablement tools, telehealth platforms, digital health apps that extend the features of EMRs, billing and Revenue Cycle Management (RCM) solutions, patient engagement technologies, clinic optimization tools, data protection solutions and more. The platform empowers healthcare providers with digital healthcare products, tools, and services designed to enhance the delivery of care, and improve their patients’ healthcare experience and health outcomes. For more information about the companies, visit; www.well.company , wellclinics.ca

Position Summary

We're looking for a curious, technically minded support professional to join our eConsult platform team. This isn't a traditional call centre role - you'll be at the intersection of customer experience and product development, working directly with clinicians, support staff, and internal teams to make our platform better every day.

You'll own our customer support channels end-to-end, while also contributing meaningfully to product work: testing new features, writing release notes, and capturing feedback that shapes what we build next. If you love solving real problems, communicating complex ideas simply, and working in a healthcare-adjacent environment where your work genuinely matters, this role is for you.

What you will be doing

Customer Support & Success

• Own and manage customer-facing support channels (email, chat, ticketing system), maintaining timely, empathetic responses
• Troubleshoot and triage platform issues reported by users, escalating to development teams as needed with clear, reproducible documentation
• Document all customer interactions accurately to support issue tracking, trend analysis, and team awareness
• Capture, synthesize, and communicate customer feedback to the product team to inform roadmap decisions
• Support onboarding and ongoing success for new clinic users and administrators

Training & Enablement

• Build and maintain user guides, how-to documentation, and self-serve support resources for clinicians and support staff
• Plan and lead training sessions (virtual and in-person) for clinical users and administrative staff on platform features and workflows
• Partner with the sales and business development teams to support demos, onboarding materials, and client-facing communications
• Test new features as part of QA cycles, identifying bugs and usability issues before release
• Write clear, user-facing release notes that translate technical changes into plain language for clinicians and staff
• Collaborate cross-functionally with the development team to triage bugs, clarify requirements, and close the feedback loop between users and builders
• Act as the voice of the customer in product discussions, surfacing patterns from support interactions that drive improvements

You have

• 2+ years of experience in a technical support, customer success, or healthcare IT role
• Demonstrated ability to learn complex software quickly and explain it simply to non-technical users
• Strong written communication skills — you can write a step-by-step user guide as comfortably as a release note
• Experience facilitating training sessions or onboarding programs with end users
• Comfort working in a cross-functional environment alongside developers, product managers, and clinical stakeholders
• Highly organized with the ability to manage multiple open issues, requests, and projects simultaneously

Nice to Have

• Familiarity with AI tools, platforms, or a genuine curiosity about how AI can improve healthcare workflows and user experiences
• Experience working with or supporting EMR, eConsult, or other clinical / healthcare platforms
• Familiarity with QA processes and bug tracking tools (e.g., AzureDevops)
• Background or coursework in health informatics, health information management, or a related field
• Experience writing user-facing documentation or in-product content
• Exposure to ticketing systems

The salary for this position falls within a defined range and will be determined based on several factors, including the candidate’s experience, qualifications, skills, and the needs of the organization. At WELL, we are committed to fair and equitable compensation and aim to provide a competitive salary that reflects the value and expertise of the successful candidate.

WELL, is committed to fostering a diverse, inclusive, and accessible workplace. We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and lived experience. We strive to create an environment where differences are valued and contribute to our collective success - this is the WELL Way.

This recruitment process uses automated tools, including artificial intelligence, to help review applications. Qualified human decision-makers review these results and make all final hiring decisions.

WELL has been independently certified as a Great Place to Work® by the Great Place to Work Institute® Canada. This recognition reflects our commitment to building a workplace culture rooted in trust, inclusivity, and employee well-being. It also aligns with our Healthy Place to Work pillar and the priorities outlined in our annual Sustainability Impact Report .