Manager, Customer Support

YOUR IMPACT

• Own the quality of the Customer Support experience by ensuring patients and providers receive timely, empathetic, and accurate support across all channels, with a consistently high standard of care and communication.
• Lead and develop a high-performing team through clear expectations, regular feedback, and thoughtful coaching, helping team members grow while delivering reliable day-to-day support.
• Set and uphold the performance bar by driving strong outcomes across response times, resolution, CSAT, QA, and escalations, using data and coaching to improve results over time.
• Run effective frontline operations by managing schedules, workloads, coverage, and escalations, ensuring smooth execution across shifts and predictable service delivery.
• Strengthen how Support operates by improving workflows, documentation, and training in partnership with Operational Excellence, with a focus on scalability and efficiency.
• Use frontline insights to drive improvement by identifying recurring issues and friction points, and partnering with product, operations, and clinical teams to address root causes.
• Turn data into action by monitoring trends, surfacing insights, and translating performance data into clear recommendations that improve both experience and operations.
• Ensure launch and change readiness by keeping Support informed, prepared, and confident ahead of new products, services, or process changes.
• Build a strong team culture grounded in Maple’s values, where people feel supported, accountable, and empowered to raise issues and contribute ideas.


WHAT SUCCESS LOOKS LIKE


In your first 90 days, you’ll build a deep understanding of Maple’s support channels, workflows, and quality standards. You’ll deliver a current-state assessment of SLAs, QA performance, escalations, and top patient and provider pain points. You’ll establish strong relationships with the Customer Support team, clarify expectations, begin coaching routines, and stabilize day-to-day operations including scheduling, workload distribution, and escalations. In partnership with COE OpEx, you’ll review SOPs, macros, training materials, and core workflows, identifying early opportunities for efficiency or automation. You’ll use existing reporting to analyze SLA, CSAT, volume, and trend data, surfacing early insights and proposing one to two clear improvement recommendations. You’ll also establish predictable cross-functional touchpoints to ensure Support is prepared for upcoming launches and systemic issues are escalated effectively.


Over the next 12 to 18 months, you’ll meaningfully improve the quality and consistency of Customer Support. Through strong coaching, clear workflows, and effective training, you’ll elevate QA outcomes, CSAT, and accuracy. You’ll increase productivity and operational efficiency by streamlining processes, reducing avoidable work, and leveraging tools or automation where appropriate. You’ll build a healthy, engaged, high-performing team with strong retention, clear development paths, and a culture rooted in accountability and continuous improvement. You’ll elevate topic-level reporting to surface trends, root causes, and operational gaps, using these insights to inform future-state support model recommendations. Finally, you’ll strengthen Support’s cross-functional impact by ensuring frontline insights directly influence product and operational decisions, helping deliver a more seamless patient and provider experience.


CANDIDATE PROFILE


• 5+ years of experience in customer support or a related operational role including at least 3 years of people management experience (direct management of people managers is a strong asset, especially in a remote environment)
• Experience working in a tech or SaaS environment, ideally within a growing start-up or scale-up where teams move quickly and adapt often.
• Strong communicator who can build trust with team members, partners, and cross-functional collaborators.
• Confident using support metrics and weekly trends to identify opportunities, guide decisions, and recommend improvements.
• Experience improving workflows, updating documentation, or introducing lightweight processes that support consistency and quality.
• Comfortable working in a lean, fast-paced environment where priorities shift and new problems arise quickly.
• Strong judgment and problem-solving skills — able to escalate when needed, but also able to propose solutions independently.
• Familiarity with tools like Zendesk, Intercom, Salesforce, or similar support systems.


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
• People Leadership 
• Communication excellence 
• Data Informed
• Change management 
• Quality assurance 

OUR CORE VALUES

• We are a team: We’re team Maple. 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 MAPLE


We want you to love working at Maple—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. At Maple, your success is our success.


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.
• Maple 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.


The pay range for this role is $83,000 – $93,000. Offers can vary depending on skills, experience, and readiness to meet Maple’s expectations for this level. We encourage open conversations about pay. If you have questions about how compensation works at Maple, you’re welcome to ask at any point in the interview process.


OTHER


• Job type: Existing vacancy, full-time
• Hiring manager: Senior Manager, Support Operations
• Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2
• Start date: Late February 2026


Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.


USE OF AI
At Maple, we do not currently use Artificial Intelligence (AI) or automated tools to screen, assess, or select candidates. Every application is thoughtfully reviewed by our Talent Acquisition team or hiring managers.