Evoke Health is looking for a full-time Customer Support and Success Specialist to help us support and empower our users and customers.

This is a hybrid position, and preference will be given to candidates based in the Ottawa (Canada) area.

Evoke Health (https://www.evokehealth.ca/) is an innovative startup where a team of passionate engineers is revolutionizing healthcare data accessibility. Our flagship product, Engage+, is digitizing the Long-Term Care (LTC) sector and providing a better experience for everyone involved in patient care. Used by thousands of families and clinical staff in LTC homes in the US and Canada, Engage+ offers a self-service portal keeping families informed about their loved one's status.

In our dynamic startup environment, we're driven by the desire to make a meaningful impact in healthcare. Joining our team means being part of a collaborative and fast-paced culture where your ideas are valued, and your contributions shape the success and adaptability of our platform. You'll have the opportunity to make a difference in the lives of thousands of families, residents, and staff in LTC homes.

What You’ll Do:

- Support customers (LTC homes) through all stages of the implementation process (remote or in-person).
- Handle and resolve customer and user (patients/families) support inquiries across multiple channels with empathy and efficiency.
- Build and maintain exceptional relationships with our customers.
- Measure, analyze, and report usage metrics to identify adoption rates, opportunities and areas for improvement.
- Proactively ensure customer satisfaction and retention by addressing their needs and gaps.
- Collaborate with the engineering team to share customer feedback and enhancement requests.
- Create clear, helpful documentation and best practices to drive product adoption.
- Develop and implement policies and workflows to enhance customer and user success.




- Partner closely with the CEO and Engineering Team to deliver seamless customer experience.
- Support upsell and cross-sell opportunities, where relevant.
- Take on additional responsibilities as our company evolves.

Who You Are:

- Start-up mindset: You’re resourceful, flexible, solution-oriented, and ready to jump in wherever needed.
- Integrity: You understand the importance of data privacy and compliance (PHIPA, HIPAA).
- Go-getter: You take ownership and bring energy and follow-through to every task with robust attention to detail.
- Communication Skills: You display mastery in written and verbal English.
- Empathetic: You build trust through clear, thoughtful, and engaging communication
- Tech-curious: You enjoy learning new tools, exploring how things work, and sharing insights with others.
- Adaptable: You thrive in a dynamic environment and can pivot quickly as priorities shift.
- Experience: You bring at least 1 year of experience in customer success role in a SaaS environment, backed by a University or College Degree/Diploma.

What We Offer

- Flexible working hours.
- Hybrid work environment.
- Collaborative and transparent team culture.
- Opportunity to work directly with the CEO and CTO and gain exposure across the business.
- Access to mentorship and workshop opportunities by industry leaders.
- The ability to shape your own role as we grow — we value initiative and ideas.
- The chance to make a real impact by helping digitize healthcare and make it more efficient and equitable for all.
- Health Benefits Package.

Job Type: Full-time

Pay: $55,000.00-$60,000.00 per year

Application question(s):

- Why do you believe you are a strong fit for this role?
- Are you comfortable and willing to provide customer and end-user support via email and phone?
- A customer emails asking whether the platform has feature “X.” You know the platform does not have this feature. How will you handle this?
- Can you give an example of how you helped customers understand the value of the product after they started using it?

Work Location: Hybrid remote in Ottawa, ON K2P 2H3

📌 Customer Success Specialist (Centretown)
🏢 Evoke Health
📍 Centretown