Evoke Health is looking for a full-time Customer Support and Success Specialist to help us support and empower our users and customers.

This is a hybrid position, and preference will be given to candidates based in the Ottawa (Canada) area.

Evoke Health (https://www.evokehealth.ca/) is an innovative startup where a team of passionate engineers is revolutionizing healthcare data accessibility. Our flagship product, Engage+, is digitizing the Long-Term Care (LTC) sector and providing a better experience for everyone involved in patient care. Used by thousands of families and clinical staff in LTC homes in the US and Canada, Engage+ offers a self-service portal keeping families informed about their loved one's status.

In our dynamic startup environment, we're driven by the desire to make a meaningful impact in healthcare. Joining our team means being part of a collaborative and fast-paced culture where your ideas are valued, and your contributions shape the success and adaptability of our platform. You'll have the opportunity to make a difference in the lives of thousands of families, residents, and staff in LTC homes.

What You’ll Do:

• Support customers (LTC homes) through all stages of the implementation process (remote or in-person).

• Handle and resolve customer and user (patients/families) support inquiries across multiple channels with empathy and efficiency.

• Build and maintain exceptional relationships with our customers.

• Measure, analyze, and report usage metrics to identify adoption rates, opportunities and areas for improvement.

• Proactively ensure customer satisfaction and retention by addressing their needs and gaps.

• Collaborate with the engineering team to share customer feedback and enhancement requests.

• Create clear, helpful documentation and best practices to drive product adoption.

• Develop and implement policies and workflows to enhance customer and user success.

• Partner closely with the CEO and Engineering Team to deliver seamless customer experience.

• Support upsell and cross-sell opportunities, where relevant.

• Take on additional responsibilities as our company evolves.

Who You Are:

• Start-up mindset: You’re resourceful, flexible, solution-oriented, and ready to jump in wherever needed.

• Integrity: You understand the importance of data privacy and compliance (PHIPA, HIPAA).

• Go-getter: You take ownership and bring energy and follow-through to every task with strong attention to detail.

• Communication Skills: You display mastery in written and verbal English.

• Empathetic: You build trust with LTC teams, residents, and families, and bring the voice of the customer back to internal teams.

• Tech-curious: You enjoy learning new tools, exploring how things work, and sharing insights with others.

• Adaptable: You’re comfortable working through ambiguity and building as you go. You stay organized, communicate clearly, and follow through as priorities evolve.

• Experience: You bring at least 1 year of experience in customer success role in a SaaS environment, backed by a University or College Degree/Diploma.

What We Offer

• Flexible working hours.

• Hybrid work environment.

• Collaborative and transparent team culture.

• Opportunity to work directly with the CEO and CTO and gain exposure across the business.

• Access to mentorship and workshop opportunities by industry leaders.

• The ability to shape your own role as we grow — we value initiative and ideas.

• The chance to make a real impact by helping digitize healthcare and make it more efficient and equitable for all.

• Health Benefits Package.

Job Type: Full-time

Pay: From $55,000.00 per year

Application question(s):

• Why do you believe you are a strong fit for this role?

• Are you comfortable and willing to provide customer and end-user support via email and phone?

• A customer emails asking whether the platform has feature “X.” You know the platform does not have this feature. How will you handle this?

• Can you give an example of how you helped customers understand the value of the product after they started using it?

Work Location: Hybrid remote in Ottawa, ON K2P 2H3