[Hiring] Customer Operations Coordinator, Support @Canvas Medical

Role Description

We're hiring a Customer Operations Coordinator, Support to join our Support team. This is a developing-level role focused on front-line account operations and ticket triage — you'll handle the day-to-day requests that keep our customers' practices running smoothly while building foundational knowledge of the Canvas platform.

• Handle account unlocks, staff provisioning, and permission changes.
• Triage incoming tickets from Slack, email, and web forms using established runbooks.
• Develop expertise in Canvas platform configuration and clinical workflows.

What You'll Do

• Account Operations
  • Handle account unlocks, staff provisioning, and permission changes for customer organizations.
  • Verify data state using read-only queries against customer databases.
  • Process routine account requests efficiently and accurately.
• Ticket Triage & Routing
  • Triage incoming tickets from Slack, email, and web forms using established runbooks.
  • Categorize and prioritize tickets by urgency and impact.
  • Route complex or technical issues to senior specialists with clear context and initial findings.
  • Maintain accurate ticket metadata (tags, priority, customer, status).
• Platform Learning & Development
  • Build foundational knowledge of Canvas platform configuration and clinical workflows.
  • Learn to navigate the Canvas EMR, understand appointment types, note workflows, and basic charting concepts.
  • Develop familiarity with Canvas documentation, FHIR API basics, and the plugin SDK.
  • Shadow senior specialists on complex investigations to accelerate learning.
• Customer Communication
  • Respond to straightforward customer inquiries with clear, empathetic communication.
  • Set accurate expectations on timelines and next steps.
  • Escalate with context — summarize what you've checked and what you've learned before handing off.

Qualifications

• 1+ years in a support, operations, or customer-facing role (technical environment preferred).
• Track record of managing multiple concurrent tasks with attention to detail.
• Comfort working in ticketing systems and following established processes.
• Basic familiarity with web applications and SaaS platforms.
• Willingness to learn SQL, REST APIs, and log analysis tools.
• Interest in healthcare technology; prior healthcare experience is a plus but not required.
• Willingness to rapidly develop domain expertise in clinical and operational workflows.
• Familiarity with EMR systems, clinical terminology, or healthcare billing is a plus.
• Strong written communication.
• Organized and process-oriented with good prioritization instincts.
• Reliable follow-through on routine tasks while managing competing priorities.
• Collaborative mindset and eagerness to learn from more experienced teammates.

What Success Looks Like at 90 Days

• Independently handling account operations (unlocks, provisioning, permissions) without escalation.
• Triaging incoming tickets accurately using runbooks and routing complex issues with useful context.
• Developed a working understanding of the Canvas platform — can navigate the EMR and explain basic workflows to customers.
• Begun learning SQL basics and can run simple verification queries with guidance.
• Built strong working relationships with the support team and actively learning from senior specialists.
• Customers experience you as responsive, reliable, and easy to work with.

Compensation

• $65,000 - $80,000 per year.

Benefits

• Competitive Salary & Equity Package.
• Health Insurance (includes option with 100% family coverage).
• 401k.
• Paid Maternity/Paternity Leave (12 weeks).
• Flexible/unlimited PTO.
• Home Office Stipend.