Customer Care Associate

remote
Toronto, Ontario, Canada .
full-time . March 25, 2026

Description

Background

Hypercare is a mobile and web communication and collaboration platform for healthcare professionals to help alleviate time-wasting frustrations that clinicians face on a daily basis. The solution allows for real-time scheduling, on-call management and secure messaging on any device – all designed to help seamlessly improve workflow efficiencies, reduce medical errors, and positively impact patient outcomes.

Founded in 2016, Hypercare has seen rapid growth and is currently being used by over 100 North American healthcare organizations including some of the largest healthcare systems in Canada.

Job Overview

Hypercare is seeking a self-motivated and detail-oriented to join our growing Customer Success team as a Customer Care Associate in the exciting and rewarding world of healthcare technology. In this role, you will directly contribute to customer support operations, including being the first point of contact for all direct support channels (chat, email, and phone), as well as gain exposure to the Customer Success team deploying exciting healthcare technology across Canada and the US.

Key activities and responsibilities include the following:

Front-Line Support: Solve customer inquiries via chat, email, and phone with empathy, speed, and clarity.
Technical Troubleshooting: Work closely with users to diagnose issues with the Hypercare application and guide them toward solutions.
Technical Tooling: Use advanced tools to investigate back-end issues and verify data. Common tools you will work with are: SQL, MongoDB and Postman.
Data & Reporting: Assist in tracking support metrics and generating reports that help us better understand our customer needs and support trends.
Process Improvement: Identify recurring pain points and suggest ways to make our support documentation and workflows better.
Cross-Functional Collaboration: Partner with the Product and Engineering teams to escalate bugs and advocate for the user’s voice.

What does the Customer Care Associate need in order to be successful in this role? Here are a few of the qualities that our team at Hypercare looks for:

Excellent verbal and written communication skills
Comfortable in a fast-paced environment
High digital literacy and an interest in learning technical skills
The ability to learn new skills quickly
You thrive in a remote environment and can manage your time effectively
Availability: Monday to Friday, 9AM to 5PM (Eastern Time)

Nice to have:

Experience in a customer-facing role
Experience in a start-up environment
Experience with SQL, MongoDB, Postman, Salesforce
Experience and/or interest in healthcare

Compensation and Other Important Details

Permanent full-time role with a base salary of $3,000 CAD monthly (non-negotiable)
Successful candidate must be available to start by May 1, 2026
Healthcare and dental benefits
15 days paid vacation per year, accrued annually
5 days of personal days annually
10 days paid sick leave annually
Ability to work remotely

Compensation

$3,000.00 - $3,000.00 per month

Know someone who would be a perfect fit? Let them know!