About Decoda Health Decoda is the all-in-one, AI-native operating system for modern elective-care clinics — med spas, wellness, longevity, and aesthetics practices. Most clinics run on 5–10 disconnected tools that don't talk to each other; we replace all of them with a single platform: scheduling, charting, billing, payments, memberships, inventory, and patient communication in one place, with AI built into every workflow. We're live in 200+ clinics, processing $150M+ in annual transactions, and we've grown more than ten-fold in the last six months.

Our users are front-desk staff and providers, not engineers, so the standard is unwavering reliability: it just works. When something isn't right in a clinic, the people running it need an answer now — not a ticket number. You'll own incoming clinic requests end to end: understand what the clinic was actually trying to do, dig into the product and their data to find out what happened, fix it where you can, and elevate cleanly when you can't.

Over time, you'll turn the patterns you see into help content, better defaults, and product feedback that stops the same ticket from arriving again.

Own the support queue: respond to clinic requests across chat, email, and phone, and see each one through to a resolved answer.

Investigate before you elevate: reproduce the issue in the product, check the clinic's settings and data, and hand engineering a clear, specific report when it's a real bug. Fix what you can yourself — misconfigured settings,



permissions, templates, billing setup — without waiting on an engineer.

Prioritize ruthlessly: know the difference between a clinic that can't check a patient out right now and something that could simply be better, and act accordingly. Close the loop with the customer every time, including when the answer is "not yet." Turn repeat questions into documentation and help content, and feed the patterns you see back into the product. 2+ years in customer support, customer success, or clinic and practice operations — somewhere you were accountable for real users with real deadlines. ~ you can explain a technical situation to someone who is mid-shift at a front desk. ~ Genuine technical curiosity. You are comfortable digging through software settings, reading data, and working out how a system behaves, even without a coding background. ~ Calm under pressure, and good at context switching across several urgent things at once without dropping any of them. ~ Experience at a med spa, aesthetics practice, dental office, or another elective-care clinic.

Familiarity with a contemporary support stack (Pylon, Intercom, Zendesk) and comfort with basic SQL or reporting tools. Early-stage startup experience. Support is mission-critical here, not an afterthought. Clinics depend on it to stay open and operating, and the whole company treats it that way.

We ship changes off support patterns constantly.

📌 Customer Support / Customer Service Representative **IMMEDIATE HIRE** (Toronto)
🏢 Decoda Health
📍 Toronto