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.

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.

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.

• 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.

• 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

• You are results driven & strategic in your approach
• Able to work independently with little supervision in a remote environment

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 Base Salary Range (Canada): $55,000 – $65,000 /yr CAD

We take a holistic approach to compensation, combining salary, bonus, equity, 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.

We offer a robust benefits package for full-time, permanent employees, including…