Customer Support Specialist

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we’ve been focused on building a world-class technology solution that creates an experience of delight and ease for physicians, and that our users love. 

Elation Health seeks remote Canadian professionals for our daytime Customer Support Specialist role—providing expert, tech-enabled support to U.S. clinicians and practice teams. Work fully remotely from Canada, leveraging Elation’s advanced EHR, Patient Passport, and AI-powered tools to resolve technical issues, advocate for clinician success, and help shape today’s primary care—while benefiting from flexibility and autonomy valued in Canadian workplaces.

Responsibilities

Operational Support & Case Management

• Deliver clear, empathetic Tier 1 support via phone, email, and screenshare—reflecting Canada’s reputation for courteous, solution-focused service.
• Use AI-enhanced platforms to quickly triage, troubleshoot, and resolve technical issues, minimizing clinician downtime.
• Own workflow-impacting cases and escalate as needed, maintaining responsibility for outcomes.
• Manage your caseload against defined SLAs (Throughput, First Response, Resolution, Next Action Day, CSAT, Internal Quality)— for impactful support.
• Build trust-based relationships through clinician advocacy and high-impact support.

Process Enhancement & Team Collaboration

• Identify and document recurring pain points and root causes across tickets.
• Collaborate with Product, Engineering, Revenue Cycle, and Customer Success, offering cross-border insights as a Canadian team member.
• Share challenges and solutions to support operational growth.

Continuous Learning & Urgent Response

• Participate in weekly urgent shift rotations and 2–3 weekend/holiday on-call shifts per year, ensuring clinicians always have critical support.
• Complete intensive onboarding and ongoing training focused on Elation systems, care standards, and AI-enabled support.
• Stay current with EHR, RCM, and SaaS advancements to navigate clinical challenges effectively.

If you’re a highly ambitious recent graduate, driven to learn fast and make a difference for clinicians, we encourage you to apply—Elation Health offers robust onboarding and ongoing training, but be ready for a steep learning curve as you master our industry-leading products, with support from a team committed to seeing you grow and succeed.

Requirements

• Bachelor’s degree or equivalent experience.
• Proven troubleshooting, multitasking, and critical thinking skills—thriving independently in fast-paced, remote settings.
• Communicate confidently, translating technical concepts into user-friendly advice—attuned to Canadian and U.S. nuances.
• Self-starter focused on urgent issues affecting patient care and advocating for clinician outcomes.
• Empathetic, adaptable, results-driven.

Preferred

• 2+ years in customer-facing technical support, SaaS, or healthcare technology.
• Experience with Revenue Cycle Management, EHR workflows, SaaS platforms (Salesforce, Jira, Intercom, Slack, AI-enabled tools).
• Ability to leverage emerging AI technologies for improved support and documentation.
• Background supporting remote or cross-border teams; experience in medical billing, clinical administration, or practice management.

Why Join Elation as a Canadian Team Member?

• Work 100% remote
• Make a real impact on U.S. primary care while joining a tenacious, inclusive team.
• Your work is visible, measurable, and shapes outcomes for clinicians and practices in real time—day after day.

This is not routine tech support. It’s a multifaceted, high-accountability role for those who embrace challenge, continuous learning, and technology-driven healthcare transformation across North America. If you’re a Canadian remote worker ready to drive meaningful change, Elation Health is your next challenge.

Salary: $50,000 CAD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.