Customer Operations Coordinator

Who you are

• This role is ideal for someone early in their technical support career who is organized, detail-oriented, and eager to learn healthcare technology
• 1+ years in a support, operations, or customer-facing role (technical environment preferred)
• Track record of managing multiple concurrent tasks with attention to detail
• Comfort working in ticketing systems and following established processes
• Basic familiarity with web applications and SaaS platforms
• Willingness to learn SQL, REST APIs, and log analysis tools
• Comfort navigating technical documentation and learning new tools independently
• Interest in healthcare technology; prior healthcare experience is a plus but not required
• Willingness to rapidly develop domain expertise in clinical and operational workflows
• Familiarity with EMR systems, clinical terminology, or healthcare billing is a plus
• Strong written communication — you'll be writing to customers daily
• Organized and process-oriented with good prioritization instincts
• Reliable follow-through on routine tasks while managing competing priorities
• Collaborative mindset and eagerness to learn from more experienced teammates
• You're organized and take pride in getting the details right — account operations require precision
• You're a quick learner who is genuinely curious about how software systems work
• You communicate clearly and know how to ask good questions when you're unsure
• You're comfortable following runbooks today and hungry to understand the "why" behind them
• You handle repetitive tasks with consistency while looking for ways to improve the process
• You're empathetic with customers and understand that behind every ticket is someone trying to deliver patient care

What the job involves

• We're hiring a Customer Operations Coordinator, Support to join our Support team
• This is a developing-level role focused on front-line account operations and ticket triage — you'll handle the day-to-day requests that keep our customers' practices running smoothly while building foundational knowledge of the Canvas platform
• You'll handle account unlocks, staff provisioning, and permission changes
• You'll triage incoming tickets from Slack, email, and web forms using established runbooks
• And you'll begin developing expertise in Canvas platform configuration and clinical workflows that will prepare you for deeper technical investigations as you grow
• Handle account unlocks, staff provisioning, and permission changes for customer organizations
• Verify data state using read-only queries against customer databases
• Process routine account requests efficiently and accurately
• Triage incoming tickets from Slack, email, and web forms using established runbooks
• Categorize and prioritize tickets by urgency and impact
• Route complex or technical issues to senior specialists with clear context and initial findings
• Maintain accurate ticket metadata (tags, priority, customer, status)
• Build foundational knowledge of Canvas platform configuration and clinical workflows
• Learn to navigate the Canvas EMR, understand appointment types, note workflows, and basic charting concepts
• Develop familiarity with Canvas documentation, FHIR API basics, and the plugin SDK
• Shadow senior specialists on complex investigations to accelerate learning
• Respond to straightforward customer inquiries with clear, empathetic communication
• Set accurate expectations on timelines and next steps
• Escalate with context — summarize what you've checked and what you've learned before handing off
• What Success Looks Like at 90 Days:
• You're independently handling account operations (unlocks, provisioning, permissions) without escalation
• You're triaging incoming tickets accurately using runbooks and routing complex issues with useful context
• You've developed a working understanding of the Canvas platform — you can navigate the EMR and explain basic workflows to customers
• You've begun learning SQL basics and can run simple verification queries with guidance
• You've built strong working relationships with the support team and are actively learning from senior specialists
• Customers experience you as responsive, reliable, and easy to work with

Benefits

• 401K program
• Stock options
• Healthcare benefits