Live Chat Support Specialist (Remote)

Live Chat Support Specialist (Remote — Canada)

About The Opportunity

A growth-stage company operating in the healthcare & biotechnology technology sector, building digital products and services that deliver clinical insights and improved patient engagement. We serve healthcare professionals and enterprise customers with secure, compliance-aware software and require a customer-focused live chat team to support rapid growth and exceptional user experience.

Role & Responsibilities

• Provide timely, accurate, and empathetic live chat support across web, in-app, and social channels to resolve customer inquiries and product questions.
• Meet response-time and first-contact resolution SLAs while documenting all interactions and outcomes in the CRM or ticketing system.
• Triage technical, clinical, or compliance-related issues and escalate to Engineering, Product, or Clinical teams with clear reproduction steps and context.
• Create and maintain knowledge-base articles, canned responses, and chat templates to improve response quality and reduce repeat issues.
• Monitor chatbots and automated flows; intervene and hand off to human agents when escalation or nuanced judgement is required.
• Capture and communicate customer feedback and usage trends to cross-functional teams to inform product improvements and training needs.
  
  

Skills & Qualifications

Must-Have

• Proven experience supporting customers via live chat in a SaaS or digital health environment.
• Hands-on experience with Zendesk, Intercom, LiveChat, or similar chat/ticketing platforms.
• Familiarity with CRM tools (Salesforce Service Cloud or equivalent) and accurate ticket documentation.
• Knowledge of Canadian privacy/regulatory frameworks applicable to customer data (e.g., PIPEDA).
• Strong multitasking skills: manage concurrent chat sessions while researching and resolving issues.
• Reliable remote-work setup (secure internet connection, quiet workspace) and flexibility to cover shifts for North American time zones.
  
  

Preferred

• Bilingual in English and French (spoken and written) — strong advantage for Canada-wide support.
• Experience with chatbot platforms (e.g., Dialogflow) and hands-off escalation workflows.
• Background supporting healthcare, biotech, or regulated digital products.
  
  

Benefits & Culture Highlights

• Fully remote role with flexible hours and a distributed, mission-driven team.
• Opportunities for upskilling (product training, compliance, customer-experience best practices).
• Collaborative culture that values clear communication, continuous improvement, and customer empathy.
  
  

Location: Remote — Canada. We welcome applicants across Canadian provinces who can work North American business hours and comply with data-protection expectations.

Skills: crm,pipeda,chat,live,zendesk,intercom,customer