Customer Support Specialist

About Marble

We are on a mission to revolutionize health data accessibility, empowering individuals to securely share their information with trusted businesses while maintaining full control, security, and choice. By improving the portability of health data, we are breaking down barriers and driving better life outcomes.

Join us in transforming the industry and making an impact on millions - including yourself.

We’re looking for a Customer Support Specialist to join Marble to take ownership of resolving both inbound and outbound customer, patient, and health care provider inquiries and support needs. In this role, you will be responsible for meeting and exceeding our target service levels in delivering records and information services. Tasks include engaging with customers to resolve concerns via live chat, e-mail, and phone, and analyzing concerns to help enhance our product. Our Customer Support Specialists will act as a core member of our Fulfillment Team, playing a critical role in the customer’s experience. 

Responsibilities

• Resolve inbound provider, customer, and patient inquiries


• Support the team in achieving revenue targets, reducing customer churn, and ramping current accounts ​


• Responsible for ensuring the voice of the customer is being heard​


• Use email, chat, and phone to engage with requesters and resolve concerns within our service standard​


• Perform customer outreach to ensure electronic signatures and other documentation are received in a timely manner ​


• Build and maintain strong customer relationships ​


• Communicate Marble's product clearly to external and internal stakeholders ​


• Understand and implement customer satisfaction measures: NPS & satisfaction ratings of clients, client feedback messages, and other diagnostic tools to report satisfaction ​​


• Report on internal and external barriers and create action plans to resolve these barriers 

Skills & Experiencw

• 1-2 years of customer support experience


• Exceptional written and verbal communication skills


• Demonstrated behaviors that reinforce Marbles values: Hunger, Humility, and Care

Bonus Experience

• Experience in medical tech support


• Bilingualism is an asset

What We Offer

• An opportunity to have an outsized impact at an early-stage technology company focused on solving critically important and valuable consumer healthcare data challenges


• Amazing culture powered by an inspired, highly collaborative team that believes in Marble core values: Hunger, Humility, and Care


• Excellent visibility, growth, and personal development potential

Note: Successful candidates will be asked to undergo a background check. 

Marble is proud to be a diverse and equal opportunity employer and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability, or any other characteristic protected by applicable laws. Selection decisions are solely based on job-related factors.

Please note, you may be asked to complete the Plum Discovery Survey, a behavioural assessment provided by our partner, Plum, after submitting your application. After completing the assessment, you will receive your personalized Plum Profile that reveals your Plum Talents, so you can gain a greater understanding of your natural strengths and what makes you, you! You will be provided with a link to complete this survey once you have submitted your application.

Existing Vacancy Disclosure : This posting is for an existing vacancy.

Compensation : The base salary range for this role is $40,000 – $50,000 CAD, depending on experience and qualifications. This role is also eligible for variable compensation tied to performance.

To determine starting pay, we consider multiple job-related factors, including a candidate’s skills, education, experience, market demand, business needs, and internal equity. We may also adjust this range in the future based on market data.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.