Customer Support Specialist

Ready to make a real impact on global health and wellness care? Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses, care for their clients, and scale their impact. Founded by practitioners in 2016, we’re now the leading EHR and practice management platform in the wellness industry, trusted by tens of thousands of practitioners across 70+ countries. In 2023, we expanded our whole-practice care offering through the acquisition of That Clean Life, bringing nutrition planning into our platform. We’re a remote-first team headquartered in Toronto, made up of curious, driven, and empathetic people building tools that help practitioners create sustainable, independent practices; and do the most meaningful work of their careers. While most of our work happens remotely, we come together regularly for off-sites and team events to stay connected and build together. Important notice to our applicants and job seekers: We've become aware of fraudulent messages impersonating Practice Better's recruitment team. Please note: Practice Better will never ask for payment, banking details, or personal financial information at any stage of the hiring process All official communication comes from @practicebetter.io email addresses We will never ask you to purchase equipment, software, or gift cards We will never conduct interviews solely via text message or WhatsApp If something feels off, trust your instincts. Verify any suspicious outreach by contacting us directly at [email protected] before taking any action. Thank you for helping us keep our hiring process safe and transparent. Position Summary We are looking for a Customer Support Specialist to join our growing team. In this role, you will have the chance to shape how we serve our customers, help build new processes, and be part of a team that’s passionate about helping Health & Wellness professionals thrive. You will have autonomy and ownership over your work, with a supportive team to back you up. If you’re someone who enjoys challenges, thrives in a fast-paced startup environment, and cares about making an impact in the health and wellness space, this could be the role for you. Note: Practice Better is a remote-first company with team members across North America. However, this particular role is currently open to Canadian-based candidates only , and preference will be given to applicants legally authorized to work in Canada. What You’ll Be Doing Act as a problem-solver: understand customer needs, troubleshoot issues, and follow up to ensure resolution. Guide and train customers on the Practice Better platform so they can confidently use its features. Build deep product knowledge and share it with customers in clear, practical ways. Contribute to support resources like help articles and guides. Collect customer feedback, identify trends, and share insights with the development team. Log requests and keep teams updated on customer needs. Meet personal and team goals such as CSAT and response times while keeping customer satisfaction a top priority. What You Bring 2+ years of relevant experience in a SaaS, Tech environment Proven ability to provide exceptional customer support Strong communication and collaboration skills, with a bias for clarity and action Experience with a modern support stack for instance — Zendesk, Guru, Slack, and JIRA Analytical, curious, and adaptable - you seek solutions, not perfection Comfortable operating in a fast-moving, growth-stage environment Bonus Points You are results driven & strategic in your approach Able to work independently with little supervision in a remote environment Compensation & Pay Transparency At Practice Better, we believe in pay transparency, equity, and fairness. We benchmark compensation against similar-stage, high-growth SaaS companies in both Canada and the United States and review our salary bands regularly to ensure they remain competitive and aligned with market trends. Each role has a defined pay range based on its level, scope, and geographic location. Final offers are determined by several factors, including experience, demonstrated skills, and location, to ensure consistency and equity across our team. Anticipated Salary Range (Canada): $55,000 – $65,000 /yr CAD We take a holistic approach to compensation, combining salary, benefits, and flexibility. Our goal is to provide total rewards that support both your professional growth and personal well-being. The range above reflects our expected compensation for this role, based on current market data. Final offers may vary depending on factors such as location, skills, depth of experience, and relevant certifications. All compensation ranges are reviewed regularly and may evolve over time to reflect changes in the market. What We Offer Comprehensive Benefits We offer a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage from day 1, as well as RRSP matching, generous paid parental leave, and annual learning stipends. Remote-First, Connected Culture Our remote-first model gives you autonomy and flexibility, with optional access to our downtown Toronto office for in-person collaboration. We also host regular off-sites and team gatherings across North America, because connection, creativity, and shared moments matter. Wellness and Growth Unlimited vacation, built on trust, clear expectations, and real support for taking time off Company RRSP program with employer-matched contributions Comprehensive health and dental benefits from day 1 $750 annual Health & Wellness Allowance $1,000 annual Learning & Development Allowance to support your growth $500 annual Home Office Allowance to set up a productive remote workspace Sprout Family: personalized support for family-building and fertility journeys Inkblot: confidential, digital mental health support from licensed professionals Company-wide holiday closure in December Regular virtual company-wide events, lunches, and team socials to stay connected Thriving at Practice Better At Practice Better, you are not just an employee. You are part of a mission-driven community dedicated to helping others thrive. You will be trusted with autonomy, encouraged to take ownership, and supported by a team that values curiosity, compassion, and meaningful results. We believe great culture and great performance go hand in hand. Delivering on our commitments is how we earn the trust of our practitioners and continue to expand our impact. Here, you will find the freedom to experiment, a focus on follow-through, and the opportunity to grow, along with the satisfaction of knowing your work directly improves lives every day. Our Commitment to Diversity, Equity & Belonging We know innovation happens when diverse perspectives come together. Practice Better is committed to fostering an inclusive environment where every team member feels valued, supported, and empowered to contribute their best. If you do not meet every requirement listed above, we still encourage you to apply. Research shows that underrepresented groups often hesitate unless they feel 100% qualified. We are far more interested in your potential, curiosity, and alignment with our values. We are committed to building a workplace where everyone can do the best work of their careers. We welcome applicants of all backgrounds, experiences, and abilities. Accommodations are available throughout the interview process upon request. Ready to Apply? If this sounds like your next step, we would love to hear from you. Join us in shaping the future of health and wellness for practitioners, their clients, and communities worldwide. Apply Now → https://practicebetter.io/careers Vacancy Status : This posting is for an existing vacancy Official Recruitment Notice & AI at Practice Better All applications are reviewed directly by Practice Better’s internal Talent Acquisition team - no bots, no outsourcing. Legitimate communication from our hiring team will only come from email addresses ending in @practicebetter.io or @greenhouse.com . Practice Better will never ask for payment, banking details, or personal financial information during the recruitment process. If you receive suspicious communication claiming to represent Practice Better, please contact our team at [email protected] to verify its legitimacy. AI in Recruitment at Practice Better We use AI thoughtfully to take some of the repetitive work off our team’s plate: early drafts of job descriptions, first-round interview questions, and help reviewing larger applicant pools. It’s there to make the process smoother and more efficient for everyone. What AI doesn’t do is make decisions. Every hiring decision is made by real people, using structured and consistent practices designed to reduce bias and ensure fairness. We’re committed to using AI responsibly and reviewing our approach regularly so it stays aligned with best practices, legal guidance, and the kind of candidate experience we want to deliver. Candidate Privacy Policy AI Policy