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Salary: CAD 65,000 - 0 / annual
Jane is a high-growth, founder-led SaaS platform serving thousands of health and wellness clinics. The company provides practice management software covering scheduling, charting, payments, payroll, telehealth, insurance, and more. With over 70,000 businesses and 250,000+ daily practitioners using the platform, Jane is expanding rapidly across Canada, the US, and the UK.
As a Customer Support Representative, you will play a critical role beyond traditional support—blending customer service, sales, and onboarding. Your responsibilities include:
• Delivering live demos and onboarding calls to new and existing customers
• Providing real-time support and troubleshooting across phone, chat, and video channels, often at high volume
• Solving complex, nuanced customer problems—from health insurance setup to software navigation for first-time users
• Tailoring communication to meet diverse learner needs and customer contexts
• Contributing to continuous improvement of customer experience and product understanding
• Building deep relationships with customers and becoming a trusted advisor
The role is fast-paced and dynamic. You'll work in a live, front-facing environment with high visibility and day-to-day variety. Priorities shift quickly based on customer needs and channel assignments. You'll be expected to learn Jane's robust product deeply, ask great questions, and constantly seek ways to improve processes and customer outcomes.
Jane's support team operates with a "delight" performance bar—excellence is expected, but the company emphasizes quality and effectiveness over rigid scripts or playbooks. The team is remote-first and distributed globally, united by a mission to help healthcare practitioners deliver better care.
Career growth is built into the role. After approximately 12 months, team members can explore paths such as becoming a Senior Product Specialist, moving into specialized "Expert" roles (Payments, Technical Escalations, Demos), or transitioning into people leadership (Team Captain, Country Lead).
REQUIREMENTS:
• Comfort with live video calls, real-time problem-solving, and face-to-face customer interactions
• Ability to thrive in a fast-paced, evolving environment with shifting priorities and adaptability required
• Capacity to learn multiple complex tools simultaneously and curiosity about how software works
• Openness to regular feedback and continuous learning; comfort with coaching and stretching beyond comfort zone
• Strong communication skills with warmth and clarity; ability to meet customers where they are
• Comfort with complexity and nuanced problem-solving across diverse customer scenarios
• Preference for meaningful work aligned with team mission and customer impact
• Ability to work independently while remaining connected to team and customer needs
