Customer Support Specialist – Canada (Overnight)

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. 

Work flexibly and fully remotely in Canada, leveraging Elation’s advanced EHR, Patient Passport, and AI-powered tools. You’re the frontline for U.S. clinicians and staff during overnight hours—resolving technical challenges, building trust, and surfacing insights to elevate care. This isn’t routine tech support. It’s a challenging, high-accountability role for adaptable professionals who thrive under pressure, pursue learning, and believe in technology’s power to move medicine forward across North America.

Responsibilities

Operational Support & Case Management

• Provide clear, courteous Tier 1 technical and workflow support via phone, email, and screenshare throughout the night.
• Rapidly triage and resolve cases with AI tools—minimizing clinician downtime and ensuring care quality.
• Independently troubleshoot urgent, high-impact issues; escalate as needed, always maintaining ownership.
• Manage your caseload against defined SLAs (Throughput, First Response, Resolution, Next Action Day, CSAT, Internal Quality)— for impactful support.
• Advocate for clinicians—document feedback and champion thoughtful, actionable support.

Process Enhancement & Team Collaboration

• Identify recurring pain points and recommend improvements, reflecting Canadian resourcefulness and collaboration.
• Partner cross-functionally (Product, Engineering, Revenue Cycle, Customer Success), driving process changes regardless of hour or border.
• Share challenges and solutions to support operational growth.

Continuous Learning & Urgent Response

• Participate in overnight, weekend, and holiday on-call rotations, guaranteeing clinicians always have support.
• Complete comprehensive onboarding and ongoing training, with resources tailored for remote Canadian employees.
• Stay up-to-date with AI capabilities, EHR, RCM, and SaaS advancements to continuously improve speed and accuracy.

Qualifications

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.
• Strong troubleshooting, multitasking, and critical thinking skills—excel independently in fast-paced remote settings.
• Confident communicator, able to translate complex issues into actionable solutions (phone, chat, screenshare), sensitive to Canadian and U.S. cultural nuances.
• Track record as a self-starter, advocating for urgent issues impacting patient care outside typical hours.
• Empathetic, detail-oriented, results-driven; thrives on adaptability supporting clinicians overnight.

Preferred

• 2+ years in customer-facing technical support or healthcare technology.
• Experience with Revenue Cycle Management, EHR workflows, SaaS platforms (Salesforce, Jira, Intercom, Slack, AI-enabled tools).
• Ability to interpret AI-generated data and drive continuous improvement.
• Proven impact supporting clinicians or teams in remote, after-hours, or cross-border environments.

Why Join Elation as a Canadian Team Member?

• Work 100% remotely across Canada, with autonomy and flexibility matched to Canadian work-life values.
• Make a real impact on U.S. healthcare, joining a tenacious, inclusive team that values diversity and collaboration.
• Night-focused shifts designed for professionals energized by urgency, independence, and visible impact.
• Your contributions shape outcomes for clinicians and patients across the U.S.—night after night.

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.