Customer Success Specialist - Ottawa at Fullscript

Ottawa, Ontario, Canada

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, TechnologyIndustries

Requirements

Service obsessed - proactive, personalized, efficient help that builds relationships
Master of details - essential for troubleshooting and answering questions accurately
Relationship builder - highly empathetic with strong interpersonal skills
Tech-savvy - interest and curiosity in how things work, passionate about new tech tools and sharing tips & tricks
Passion for customer satisfaction and naturally engaging personality
Ability to multi-task and manage all customer service platforms
Strong commitment to excellence
Exceptional verbal and written communication skills
Strong organizational skills and ability to manage information from various sources simultaneously
Adaptable nature, ready to embrace change and tackle new challenges
Team player mindset, eager to work closely with colleagues
Flexibility with scheduling for optimal coverage across US and Canada
Experience with Gladly and other SaaS productivity tools (bonus)
Basic understanding of frontend or backend development (bonus)
Knowledge or interest in integrative health or wellness certifications (advantageous)
Located in Ottawa and surrounding cities (hybrid role)

Responsibilities

Work closely with customers via phone, email, and live chat to identify opportunities to enhance their experience
Troubleshoot issues and recommend or explain product and service features that best meet customer needs
Resolve complex customer inquiries using support tools and personal product knowledge
Build sustainable relationships through open and interactive communication
Collaborate with team to devise new strategies to surprise and delight customers
Coordinate with team to ensure support coverage during all business hours
Identify trends in issues and feedback and report them to supervisor
Be a champion of the brand and uphold commitment to customer satisfaction

Skills

Key technologies and capabilities for this role

Customer SuccessTroubleshootingCustomer Service PlatformsVerbal CommunicationWritten CommunicationOrganizational SkillsMultitasking

Questions & Answers

Common questions about this position

Is this a remote position or does it require working in Ottawa?

The role is based in the Ottawa, ON area and requires presence there.

What are the key skills required for the Customer Success Specialist role?

Key skills include being service obsessed with proactive and personalized help, a master of details for troubleshooting, strong relationship-building with empathy, tech-savvy curiosity, exceptional communication, organizational skills, adaptability, and a team player mindset.

What is the salary or compensation for this position?

This information is not specified in the job description.

What does Fullscript's company culture emphasize?

Fullscript emphasizes building tools that make care smarter and more human, inviting ideas, grit, and care for people, while fostering collaboration to create extraordinary user experiences.

What makes a strong candidate for this Customer Success Specialist role?

A strong candidate shows passion for customer satisfaction, an engaging personality, multitasking ability, commitment to excellence, flexibility with scheduling, and bonuses like experience with Gladly, basic development knowledge, or interest in integrative health.

Fullscript

Platform for managing supplement plans

About Fullscript

Fullscript provides a platform for healthcare practitioners to create and manage supplement plans for their patients. The platform simplifies the workflow for health professionals, allowing them to personalize treatment plans with custom protocols and features. It serves over 70,000 practitioners, including doctors and nutritionists, and operates in a two-sided market by selling high-quality supplements directly to patients or in-office, with prices set by the practitioners. Fullscript also offers educational resources to help patients adhere to their supplement plans, including infographics, handouts, and an award-winning blog covering various wellness topics. The company's goal is to improve patient outcomes and make wellness more affordable through better support and resources for both practitioners and patients.

Ottawa, CanadaHeadquarters

2011Year Founded

$265.7MTotal Funding

LATE_VCCompany Stage

Education, Healthcare, Consumer GoodsIndustries

501-1,000Employees

Benefits

Flexible Paid Time Off

Stock Options

Health Insurance

Dental Insurance

Vision Insurance

401(k) Company Match

Remote Work Options

Wellness Program

Training Budget

Risks

Integration challenges with Rupa Health could lead to operational inefficiencies.

Regulatory scrutiny may arise from handling genetic data with 3X4 Genetics.

Recent executive changes could cause strategic misalignments during transitions.

Differentiation

Fullscript offers a seamless blend of virtual dispensing and in-office sales.

The platform supports over 70,000 practitioners with personalized treatment plans.

Fullscript's educational resources enhance patient adherence and promote wellness.

Upsides

The acquisition of Rupa Health expands Fullscript's comprehensive care platform.

Partnership with 3X4 Genetics enhances personalized supplement recommendations.

Growing demand for telehealth boosts Fullscript's digital health platform.

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