CANDIDATE PROFILE

• The ideal candidate has previous experience in a front-line customer service role.
• The candidate has exceptional verbal and written communication skills in French and English, demonstrating confidence and comfort in communicating with people verbally and electronically.
• ​​The ideal candidate is a self-motivated and driven individual who takes initiative and achieves goals. They take ownership of their work to contribute to the success of the team and the organization as a whole.
• Empathetic, humble, and caring, the ideal candidate demonstrates high emotional intelligence and has a proven track record of building trusting relationships and efficiently working in teams.
• The ideal candidate is tech-savvy and can quickly learn and become an expert user of various software platforms. Existing experience with Google Suite, Slack, Ticketing Software, or Live Chat is considered an asset.
Not checking every box? Please apply anyway. We understand that candidates have different experiences that may make them a fantastic fit for this position, and for Maple. We value equity, diversity, and inclusion, and we’re committed to providing fair and equal opportunities to all applicants. We also want to provide an accessible interview process, so if there’s any accommodations that would make your experience more comfortable, please let us know.
KEY COMPETENCIES
• Customer Focus
• Exceptional Communicator
• Adaptability
• Exemplary Team Player
• Digital Literacy
CULTURE AND ORGANIZATIONAL FIT
The Maple team is:
• Passionate: We believe deeply in our company’s purpose and what we’re trying to accomplish as a team. We want all colleagues to feel passionate about improving access to high-quality healthcare through the power of technology, and to make a positive impact with the work we do, where we work, and in the community.
• Supportive: We’re a diverse community that recognizes and embraces the individual differences of our people. We have fun coming to work and bringing the best out of each other. We value and encourage different and diverse perspectives from all parts of the organization.
• United: We leave our egos at the door and act with humility. We work collaboratively to overcome obstacles that arise, and we’re united in our purpose and bringing our ambitious goals to life.
• Creative: We challenge the status quo of what we think is possible with how we approach our work and projects, celebrating bold thinking. We’re focused on our priorities yet remain agile in how we deliver on our goals.
WORKING AT MAPLE
We want you to love working at Maple. We want you to feel challenged and supported, cared for, and driven. Just as we’re driven to grow, to improve, to iterate our products and services, we want you to take the same mindset as you work towards achieving your personal best. We can all learn, we can all develop, and we can all power the future of healthcare. But we can only do it together. At Maple, we are a team first and foremost. Your success is our success.
In order to support your health and well-being, we offer a comprehensive set of benefits and perks, including:
• Health and dental benefits, insurance: Through our Group Benefits, you’ll get access to dental benefits, extended healthcare benefits for drugs, vision, paramedical coverage (e.g. massage therapists, dieticians, mental health professionals), counselling, health service navigation, life insurance, critical illness and disability insurance, and more.
• Dedicated Health Spending Account (“HSA”): An additional budget available for you to spend on health-related expenses (e.g. eyeglasses, therapy).
• Dedicated Wellness Budget: Spend your budget on activities that support your physical and mental wellness.
• Maple Coverage: You’ll get unlimited access to Maple for primary care, and a package of therapy consultations.
• Pregnancy and Parental Leave: We support parents who are welcoming a child into their life in a variety of ways, including a Supplemental Unemployment Benefit based on eligibility.
• Professional Development Budget: We encourage all team members to seek opportunities for growth and learning to support professional development. That’s why your Branch Out Budget (“BOB”) is designed to reimburse you for expenses related to any meaningful professional development opportunities.
OTHER
• Job type: Part-time (20-25 hours per week)
• Location: This is a fully remote position open to candidates residing in all provinces within Canada, excluding Quebec. Please note that all work must be performed while physically located in Canada.
• Support Hours: Our Customer Support hours are currently 7:00 AM to 10:00 PM Eastern Time (ET), seven days a week, 365 days a year.
• Shift Requirements: This is a synchronous shift-based role, candidates must have the flexibility to work early mornings, late evenings, weekends, and holidays as required.
• Hourly Rate:
• Min: Minimum wage for the candidate's province + $2 bilingual premium.
• Max: Up to an additional $1.50 hourly, depending on experience.
• Example: The total hourly rate for a bilingual candidate in New Brunswick can range from $17.30 to $18.80 per hour.
• Start Date: September 9th, 2024
Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.