Platform Success Representative

We're looking for a curious, technically minded support professional to join our eConsult platform team.

This isn't a traditional call centre role - you'll be at the intersection of customer experience and product development, working directly with clinicians, support staff, and internal teams to make our platform better every day.

You'll own our customer support channels end-to-end, while also contributing meaningfully to product work: testing new features, writing release notes, and capturing feedback that shapes what we build next.

If you love solving real problems, communicating complex ideas simply, and working in a healthcare-adjacent environment where your work genuinely matters, this role is for you.

What you will be doing:

• Own and manage customer-facing support channels (email, chat, ticketing system), maintaining timely, empathetic responses
• Troubleshoot and triage platform issues reported by users, escalating to development teams as needed with clear, reproducible documentation
• Document all customer interactions accurately to support issue tracking, trend analysis, and team awareness
• Capture, synthesize, and communicate customer feedback to the product team to inform roadmap decisions
• Support onboarding and ongoing success for new clinic users and administrators

• Build and maintain user guides, how-to documentation, and self-serve support resources for clinicians and support staff
• Plan and lead training sessions (virtual and in-person) for clinical users and administrative staff on platform features and workflows
• Partner with the sales and business development teams to support demos, onboarding materials, and client-facing communications

• Test new features as part of QA cycles, identifying bugs and usability issues before release
• Write clear, user-facing release notes that translate technical changes into plain language for clinicians and staff
• Collaborate cross-functionally with the development team to triage bugs, clarify requirements, and close the feedback loop between users and builders
• Act as the voice of the customer in product discussions, surfacing patterns from support interactions that drive improvements

You have:

• 2+ years of experience in a technical support, customer success, or healthcare IT role
• Demonstrated ability to learn complex software quickly and explain it simply to non-technical users
• Strong written communication skills — you can write a step-by-step user guide as comfortably as a release note
• Experience facilitating training sessions or onboarding programs with end users
• Comfort working in a cross-functional environment alongside developers, product managers, and clinical stakeholders
• Highly organized with the ability to manage multiple open issues, requests, and projects simultaneously

Nice to Have

• Familiarity with AI tools, platforms, or a genuine curiosity about how AI can improve healthcare workflows and user experiences
• Experience working with or supporting EMR, eConsult, or other clinical / healthcare platforms
• Familiarity with QA processes and bug tracking tools (e.g., AzureDevops)
• Background or coursework in health informatics, health information management, or a related field
• Experience writing user-facing documentation or in-product content
• Exposure to ticketing systems

The salary for this position falls within a defined range and will be determined based on several factors, including the candidate’s experience, qualifications, skills, and the needs of the organization.

At WELL, we are committed to fair and equitable compensation and aim to provide a competitive salary that reflects the value and expertise of the successful candidate.

WELL, is committed to fostering a diverse, inclusive, and accessible workplace.

We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and lived experience.

We strive to create an environment where differences are valued and contribute to our collective success – this is the WELL Way.

This recruitment process uses automated tools, including artificial intelligence, to help review applications.

Qualified human decision-makers review these results and make all final hiring decisions.

WELL has been independently certified as a Great Place to Work® by the Great Place to Work Institute® Canada.

This recognition reflects our commitment to building a workplace culture rooted in trust, inclusivity, and employee well-being.

It also aligns with our Healthy Place to Work pillar and the priorities outlined in our annual Sustainability Impact Report .

Want Read more about us: https://stories.well.company/