Job Description
Are you a strong communicator with a passion for helping others? Do you thrive in fast-paced environments and enjoy solving problems? We're looking for experienced Customer Support Coordinators to join our team at arenaflex, a fast-growing health tech company revolutionizing the future of healthcare. **About arenaflex** arenaflex is a dynamic and innovative company that's changing the way healthcare is delivered. Founded in 2015, we've established a strong reputation for providing exceptional virtual care services to patients, doctors, and other healthcare providers. With a growing network of 2,000+ healthcare providers and nearly 4 million Canadians with access to our services, arenaflex is one of Canada's fastest-growing virtual care companies. Our entrepreneurial culture is centered around our purpose to support people's health and well-being and to strengthen the healthcare system. We attribute our success to our team, who has helped us achieve numerous noteworthy awards, including LinkedIn's Top 10 Startups, Deloitte Canada's Technology Fast 50, Globe & Mail's Top Growing Companies in Canada, North America's Inspiring Workplaces, and Glory Professional's The Power 50: Canada's Most Impactful Companies. **The Position** As a Customer Support Coordinator at arenaflex, you'll be the first point of contact for our patients, providers, and prospective customers. You'll help them troubleshoot issues and navigate our platform through live chat and email, working within our ticketing system (Intercom) to resolve inquiries while escalating more complex issues as needed. This role is all about efficiency, empathy, and clarity – helping end-users get the answers they need quickly and smoothly. **Your Impact** As a Customer Support Coordinator at arenaflex, you'll play a critical role in delivering exceptional customer experiences. Your key responsibilities will include: * Responding to live chat and email inquiries, following predefined workflows to provide quick, accurate solutions * Troubleshooting and problem-solving: guiding users through basic troubleshooting steps to help them get back on track * Knowing when to escalate: identifying issues that need a deeper dive and seamlessly passing them to the right team * Keeping things moving: managing multiple conversations efficiently while ensuring a great customer experience * Staying adaptable: working in a dynamic, fast-moving environment, adjusting to new processes and updates as arenaflex continues to grow **12-18 Month Deliverables** In your first 90 days, you'll become familiar with arenaflex's support workflows, ticketing system, and troubleshooting guides, confidently handling live chat and email inquiries while learning when to escalate issues. You'll focus on managing multiple conversations efficiently, ensuring quick and accurate responses, and contributing feedback to improve internal knowledge bases and processes. Over the next 12–18 months, you'll continue delivering efficient, high-quality support, adapting to new platform updates, workflows, and technologies. You'll help streamline ticketing processes, ensuring smooth escalations and better issue resolution, while maintaining fast response times and a seamless customer experience as arenaflex scales. **Candidate Profile** We're looking for candidates with the following skills and qualifications: * Strong written communication skills * Customer-facing experience (e.g., retail, hospitality, call centers, or administrative roles with customer interaction) * Tech-savvy and comfortable learning and navigating multiple systems * A natural problem-solver who can break down issues into clear, simple steps * Friendly, patient, and professional, able to handle customer interactions with empathy and efficiency * Experience using ticketing systems or live chat platforms (e.g., Zendesk, Freshdesk, Intercom) is an asset but not required * A healthcare background is not required. This role is focused on troubleshooting and platform support – not medical advice **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 arenaflex. We value equity, diversity, and inclusion, and we're committed to providing fair and equal opportunities to all applicants. **Our Core Values** At arenaflex, we're guided by a set of core values that shape our culture and approach to work: * We are a team: We're better together. We support each other, face challenges collectively, and are united in a belief that we can make a positive difference in healthcare, as one. * We can do big things: We're bold. We know that if we push the boundaries, and inspire each other to dream bigger and think differently, we will realize our incredibly ambitious goals. * We celebrate wins and own mistakes: We empower each other to own our contributions. We celebrate and learn from our achievements, and we recognize and learn from our mistakes. * We get better every day: We never settle. We're always learning and improving, always seeking feedback, and we tackle challenges with a belief that better is always possible – in ourselves, our processes, our products, and our services. * We're all the way in: We're fully committed. We strive for excellence, are driven by our purpose, and we act with urgency to fulfill it every day. **Working at arenaflex** We want you to love working at arenaflex – feeling challenged, supported, and cared for. Just as we strive to grow and improve, we encourage you to embrace the same mindset as you work toward your personal best. Together, we can learn, develop, and power the future of healthcare. **Benefits and Perks** We care about your health and well-being. Here's how we've got you covered: * Competitive benefits package: health, dental, counselling, and life insurance coverage to care for you and your loved ones * Health spending account: extra funds for wellness essentials like eyeglasses, therapy, and more * Wellness budget: recharge with activities that fuel your well-being – fitness classes, mindfulness tools, and beyond * arenaflex access: virtual healthcare for you and your family, including general practitioners, pediatrics, and therapy consultations * Paid health Days: 10 extra days for when life happens – rest, appointments, or caregiving included * Destination5: work internationally in eligible countries for up to 5 days per year * Retirement savings plan: invest in your future with our group retirement savings plan * Branch out budget: $1,000 annually to pursue professional development and fuel your growth **Other** * Job type: Full-time (40-44 hours per week) * Location: This is a fully remote position within Canada. 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. * Paid Time Off: 2 weeks * Start Date: September 2025 Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check. **Apply Now** If you're a motivated and customer-focused individual who is passionate about delivering exceptional support experiences, we encourage you to apply to this exciting opportunity at arenaflex. Apply for this job