Bilingual Customer Support Coordinator

Maple; United States; Remote; USD 29,000 - 32,000; Full time

Benefits offered by this job

Health coverage for medical, dental, &

Vacation (3 weeks)

Retirement savings plan

Remote work from Canada

Job summary

Maple is seeking a bilingual English/French remote support specialist to serve as the first point of contact for patients, providers, and prospective customers on an on-demand healthcare platform. You will handle live chat and email inquiries, troubleshoot issues, and escalate complex cases while delivering empathetic, clear service in both languages.

The role offers full-time or part-time options with shift-based hours, including evenings, weekends, and holidays, and access to comprehensive

Qualifications

• Full professional fluency in English and French, with strong written communication in both languages.
• Experience in customer-facing roles such as retail, hospitality, call centre, or administrative support.
• Comfort managing multiple priorities with organization and attention to detail.
• Clear, professional communication in repetitive, high-volume interactions.
• Proficiency with macOS and modern collaboration tools (Google Workspace, Slack).
• Familiarity with AI productivity tools (ChatGPT, Claude, Gemini).

Responsibilities

• Respond to a high volume of live chat and email inquiries in English and French.
• Troubleshoot common platform issues and guide users through step-by-step solutions.
• Escalate complex inquiries to the appropriate internal teams.
• Maintain quality and consistency across many conversations with attention to detail.
• Adapt to evolving workflows, tools, and processes; provide feedback to improve knowledge bases.

Skills

Bilingual English/French

Customer-facing experience

MacOS proficiency

Google Workspace

Slack

AI productivity tools (ChatGPT/Claude)

Tools

Intercom/Zendesk/Freshdesk

Job description

Role overview

This remote, bilingual support position serves as the first point of contact for patients, providers, and prospective customers using an on-demand healthcare platform. Coordinators manage a high volume of live chat and email conversations, troubleshoot platform issues, and elevate complex cases while delivering clear, empathetic service in both English and French.

Responsibilities

• Respond to a high volume of live chat and email inquiries, delivering timely and accurate assistance in both English and French
• Follow established workflows to troubleshoot common platform issues and guide users through step-by-step solutions
• Identify when inquiries require escalation and route them to the appropriate internal team
• Maintain quality and consistency across many simultaneous conversations while keeping close attention to detail
• Adjust quickly to evolving workflows, tools, and processes as the organization grows
• Contribute feedback that helps improve knowledge base content and support operations

Requirements

• Full professional fluency in English and French, with strong written communication in both languages
• Prior experience in a customer-facing setting such as retail, hospitality, call centre, or administrative support
• Comfort juggling multiple priorities while staying organized and detail-oriented
• Clear, professional communication style across repetitive and high-volume interactions
• Practical problem-solving skills applied within structured workflows
• Confidence working in a digital environment on macOS, Google Workspace, Slack, and similar tools, with quick adoption of new systems
• Experience using AI productivity tools such as ChatGPT, Claude, or Gemini
• Calm and focused demeanour during busy periods, with consistent follow-through on responsibilities

Nice to have

• Experience with ticketing or live chat platforms such as Intercom, Zendesk, or Freshdesk
• Prior remote or shift-based work experience

Benefits and work setup

• Fully remote within Canada
• Full-time (40-44 hours per week) or part-time (25-30 hours per week) options
• Synchronous, shift-based schedule covering evenings, weekends, and holidays; support hours run 7:00 AM-10:00 PM ET, seven days a week
• Three weeks of vacation
• Health coverage for medical, dental, and life insurance; health spending account
• Access to general practitioners, pediatrics, and mental health therapy for employees and their families starting day one
• Dedicated health days, an annual flex benefits budget, group retirement savings plan, and the ability to work remotely from eligible international destinations for up to five days per year
• Pay range: $21.30 - $23.15