Offer summary

Qualifications:

1-2 years of experience in a customer support role, preferably in healthcare or SaaS., Outstanding communication skills, both verbal and written., Strong problem-solving ability and tech-savviness to navigate support platforms., Empathy and a customer-first mindset to tailor support based on practice needs..

Key responsabilities:

Serve as the first point of contact for dental practices via phone, chat, and email.

Troubleshoot inquiries and guide practices through platform navigation.

Identify trends in support inquiries and contribute to improving support processes.

Collaborate with internal teams to enhance the overall user experience.

Job description

At Opencare, we are a fully remote organization and we are open to applicants across Canada for this opportunity. Our strength relies on the diversity of perspective that we work hard to craft on our team. We are all solving the same set of problems from our own unique lenses, and this is fundamental to our success as a business. Experience means something different to each of us and your unique combination of skills, passions and experiences makes you a valuable asset to our team. If the role below is of interest to you, please consider applying!

Opencare's Mission

To reinvent how dentists run their practices, so they can focus on what matters most: providing exceptional patient care.

Running a dental practice is becoming more and more complicated every year. At Opencare, we believe that dentists shouldn't have to worry about managing their practice, which frees them up to prioritize world class patient care experiences. After all, we live our most important life moments, from laughing and smiling to eating and talking, through our mouths. Yet for such an important part of our body, the thought of visiting the dentist instills fear and confusion in most people. We want to change that.

Through the Opencare marketplace, we are enabling dentists to connect with new patients, streamline their day-to-day operations, and manage their billing seamlessly. All of this frees up time and energy that can be dedicated to helping patients understand and improve their oral wellness. We believe that people reach their full potential at work when they are happy and healthy outside of work.

How will you help us get there: As a Customer Support Representative, you will be the first point of contact for dental practices, providing empathetic, high-quality support across phone, chat, and email. Your role is essential in ensuring practices can efficiently use the Opencare platform, resolve issues, and get back to delivering exceptional care to their patients.

You will troubleshoot inquiries, guide practices through platform navigation, and escalate complex cases when needed - all while delivering an excellent customer experience. Success in this role means resolving issues quickly and effectively, reducing the need for follow-ups, and continuously improving our support processes.

Your Primary Role will be to:

Deliver High-Quality Support
- Respond to practice inquiries via phone, chat, and email, ensuring quick and effective resolution of platform-related questions, billing concerns, and troubleshooting needs.
- Provide clear and simple guidance, making it easy for practices to understand and use Opencare’s features.
- Work to resolve issues on first contact, minimizing frustration and ensuring a smooth experience.
Improve Support Processes & Documentation
- Identify trends in support inquiries and work with the team to develop proactive solutions.
- Contribute to our help resources, refining FAQs and self-serve content to empower practices with easy access to solutions.
- Ensure proper documentation of all interactions to maintain context and continuity in practice support.
Collaborate & Drive Continuous Improvement
- Partner with internal teams (such as Success and Product) to share insights from support cases and improve the overall user experience.
- Help define best practices for handling common issues and provide input on optimizing our support approach.

Skills and attributes we are looking for in a successful candidate:

1-2 years of experience in a customer support role, ideally in healthcare, SaaS, or a fast-paced tech environment.
Outstanding communication skills – clear, concise, and approachable when explaining technical concepts.
Strong problem-solving ability – resourceful and patient when tackling issues, with a keen ability to troubleshoot and guide users.
Ability to prioritize and manage multiple inquiries efficiently in a structured support environment.
Tech-savviness – ability to quickly learn and navigate new tools, support platforms, and ticketing systems.
Empathy & customer-first mindset – a people-first approach with the ability to tailor support based on different practice needs.

At Opencare, we are dedicated to building a diverse and inclusive workforce. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, or any other characteristic protected by law. We believe that diversity makes us stronger and more innovative, and we welcome applicants from all backgrounds to apply. If you require assistance or accommodation during the hiring process, please inform your Talent Partner.

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