Maple (getmaple.ca)

• Drive the success of one of Maple's primary revenue segments, balancing revenue growth and margin with long-term partner success and satisfaction • Lead and develop a team of individual contributors through coaching, feedback and high accountability, building their confidence to handle complex partner scenarios with minimal guidance • Coach in the moment by shadowing partner calls, sitting in on key meetings and running real-time coaching to raise the bar on how the team shows up, especially through complex, non-standard renewal cycles • Represent Maple in strategic partner engagements and high-stakes escalations in both English and French, supported by leadership where needed, and keep alignment strong with operational stakeholders across the portfolio • Execute and improve the workflows that shape your team's day-to-day—solving for partner experience, operational performance and revenue impact • Bring the voice of the partner and patient into the business, pairing feedback with deep segment and industry knowledge to inform forward-looking team decisions and Business Development strategy • Support Client Success leadership on cross-functional work with Marketing, Data, Finance and Operations—bringing your team's insights into the conversation and translating decisions back to the team.

• Take ownership of a high volume of incoming lab and referral documentation—faxes, voicemails and digital records—processing and managing each one in line with Maple's privacy and security standards • Upload, route and track lab results and referral information so clinicians can review and follow up without delay • Respond to urgent lab communications and escalate critical results quickly—because getting it right the first time supports patient safety • Dig into missing, incomplete or unclear documentation and coordinate with labs, clinics and internal teams to get it resolved • Keep patient records accurate and ensure everything lines up between patient information and lab or referral data • Support public health reporting and compliance-related documentation as required • Work closely with Customer Support and Care Delivery teams to address lab and referral related questions from patients and providers • Hold the bar high—consistently meeting accuracy, quality and turnaround expectations to keep care delivery running at its best

• Respond to live chat and email inquiries, delivering clear, accurate, and timely support to patients and providers. • Troubleshoot common platform issues by following established workflows and guiding users through step-by-step solutions. • Identify when issues require escalation and route them efficiently to the appropriate internal teams. • Manage a high volume of conversations while maintaining strong attention to detail and quality. • Deliver a consistent, professional, and empathetic experience across every interaction. • Adapt quickly to updates in workflows, tools, and processes as Maple continues to grow and evolve.

• Respond to live chat and email inquiries, delivering clear, accurate, and timely support to patients and providers. • Troubleshoot common platform issues by following established workflows and guiding users through step-by-step solutions. • Identify when issues require escalation and route them efficiently to the appropriate internal teams. • Manage a high volume of conversations while maintaining strong attention to detail and quality. • Deliver a consistent, professional, and empathetic experience across every interaction. • Adapt quickly to updates in workflows, tools, and processes as Maple continues to grow and evolve.