Customer Operations Coordinator, Support

Canvas Medical is accelerating everyday medicine with an EMR platform built for healthcare automation. We create modern, elegant front- and back-end tooling to enable new ways for developers and clinicians to integrate data, automate workflows, and collaborate to solve healthcare's toughest challenges. In doing so we advance our mission to give care teams superpowers with software.

Canvas is institutionally backed by some of the greatest technology investors in the world (funded notable health tech companies such as GoodRx, Oscar Health, and Hims & Hers Health).

The Role

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.

You'll handle account unlocks, staff provisioning, and permission changes. You'll triage incoming tickets from Slack, email, and web forms using established runbooks. And you'll begin developing expertise in Canvas platform configuration and clinical workflows that will prepare you for deeper technical investigations as you grow.

This role is ideal for someone early in their technical support career who is organized, detail-oriented, and eager to learn healthcare technology.

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

Required Experience & Background

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

Technical Foundations

Basic familiarity with web applications and SaaS platforms

Willingness to learn SQL, REST APIs, and log analysis tools

Comfort navigating technical documentation and learning new tools independently

Healthcare & Domain Knowledge

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

Skills & Capabilities

Strong written communication — you'll be writing to customers daily

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

Who You Are

You're organized and take pride in getting the details right — account operations require precision

You're a quick learner who is genuinely curious about how software systems work

You communicate clearly and know how to ask good questions when you're unsure

You're comfortable following runbooks today and hungry to understand the "why" behind them

You handle repetitive tasks with consistency while looking for ways to improve the process

You're empathetic with customers and understand that behind every ticket is someone trying to deliver patient care

What Success Looks Like at 90 Days

You're independently handling account operations (unlocks, provisioning, permissions) without escalation

You're triaging incoming tickets accurately using runbooks and routing complex issues with useful context

You've developed a working understanding of the Canvas platform — you can navigate the EMR and explain basic workflows to customers

You've begun learning SQL basics and can run simple verification queries with guidance

You've built strong working relationships with the support team and are actively learning from senior specialists

Customers experience you as responsive, reliable, and easy to work with

Compensation

$65,000 - $80,000 per year

Employee 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