Customer Success Specialist (Labs)

TL;DR

Customer Success Specialist (Labs): Delivering proactive support to practitioners and patients across North America via all channels with an accent on labs product assistance, issue resolution, and customer satisfaction. Focus on maintaining high CSAT and QA scores, troubleshooting bugs, and fostering long-term relationships.

Calgary, AB / Hybrid. Only open to candidates living in or near Calgary, AB for occasional in-person collaboration. Must be flexible to work every 4th weekend.

$45,000 - $55,000 a year

Company

Industry-leading health technology company powering clinical insights, lab interpretations, patient analytics, education, and supplement access for over 125,000 practitioners and 10 million patients.

What you will do

• Handle about 25 customer contacts per day across all channels while maintaining CSAT >90%, QA score >90%, and wrap-up time <3 min.
• Assist customers with friendly, professional attitude, communicating with lab reps and cross-functional teams to resolve issues.
• Troubleshoot problems, identify bugs or operational issues, and escalate to appropriate teams.
• Stay updated on evolving labs product to provide accurate support.
• Collaborate with team members, go above and beyond to delight customers, and master lab knowledge.

Requirements

• Live in or near Calgary, AB for occasional in-person team collaboration.
• Flexible to work every 4th weekend.
• Effective self and time manager, able to handle multiple channels independently.
• Self-starter who researches and navigates resources before seeking help.
• Attention to detail, positive attitude, open to coaching and feedback.
• Strong communication skills for customer and team interactions.

Culture & Benefits

• Flexible Paid Time Off program.
• RRSP match program and stock options.
• Customizable benefits package (medical, dental, vision) with HSA.
• Discount on hirify.global products for family & friends.
• Supportive, trusting environment focused on impact, curiosity, and teamwork.