? Remote | ? Full-time | ? Fast-growing SaaS startup (ASAP)

About CarePortals

CarePortals is building the backbone of direct-to-consumer telehealth.

We help digital health brands launch faster, run more efficiently, and scale with confidence by bringing E-commerce, EHR, CRM, patient experience, and operational workflows together in a single platform.

We’re building the infrastructure layer behind modern telehealth brands.

The opportunity

We’re looking for a Product Support Specialist to help build and elevate the support experience at CarePortals.

This is not a traditional customer support role . You’ll be a key part of how our customers experience the platform day-to-day, helping them resolve issues, navigate product workflows, and get the most out of CarePortals.

You’ll work closely with customers, engineering, and product, and play an important role in improving how support operates as we scale .

This role is ideal for someone who is highly organized, technically curious, calm under pressure, and thrives in a fast-paced startup environment.

What you’ll work on

- Provide Tier 1 customer support across Slack, email, and ticketing systems, ensuring timely and professional responses.
- Support telehealth providers, DTC brands, and operations teams with day-to-day platform usage, patient workflows, and operational questions.
- Troubleshoot product, configuration, and workflow issues across the CarePortals platform
- Investigate issues, identify root causes, and collaborate with the engineering team to surface customer feedback and help improve the platform
- Become a trusted product expert, helping customers successfully navigate CarePortals and adopt best practices for their telehealth operations.
- Create and maintain help content, internal documentation, troubleshooting guides, and support playbooks
- Contribute to the foundation of a high-quality, scalable support function at CarePortals





What we’re looking for

- 3+ years of experience in product support, technical support, or SaaS support
- Experience supporting telehealth, digital health, healthcare operations, or EHR/EMR platforms
- Strong ownership mindset with the ability to operate independently
- Comfortable working in a startup environment where priorities can move quickly
- Experience working cross-functionally with engineering and product teams
- Strong judgment around prioritization, escalation, and customer communication
- Excellent written and verbal communication skills

Nice to have

- Experience supporting SaaS platforms with operational or workflow complexity
- Familiarity with APIs, webhooks, integrations, or technical support environments
- Strong plus: Experience supporting patients (end-customers) in a direct-to-consumer telehealth or digital health environment

What success looks like in this role

- Customers receive fast, confident, high-quality support
- Issues are triaged and resolved effectively with solid communication throughout
- Escalations to engineering are clear, thoughtful, and actionable
- Documentation and playbooks improve over time
- Support becomes more structured, scalable, and less dependent on tribal knowledge

Why join CarePortals

- High ownership: You’ll play a meaningful role in shaping how support works at a growing company
- Real impact: Your work will directly improve the experience of fast-growing digital health brands
- Startup environment: Small team, high trust, fast execution, and strong exposure to leadership
- Mission-driven work: Help power better access to modern healthcare through software
- Competitive package : Competitive salary plus Employee Stock Option Plan (ESOP)

Interested? If this sounds like the kind of role you’d thrive in, we’d love to hear from you!

Apply and tell us a bit about your background, why this role stands out to you, and what kind of support environments you do your best work in.

📌 Product Support Specialist (Canada)
🏢 CarePortals
📍 Canada