Platform Success Representative

Position Title: Platform Success Representative

Salary Range: $65,000 - $75,000 CAD per annum

Job Class: Full Time

WELL Health Technologies is an innovative technology-enabled healthcare company whose overarching objective is to positively impact health outcomes by leveraging technology to empower and support healthcare practitioners and their patients and is publicly traded on the Toronto Stock Exchange under the symbol "WELL." As the largest clinic network in Canada, operating under the WELL Health Clinic Network brand, we currently have 220+ clinics across the country.

Our team includes over 3,400 WELL Care Providers, facilitating more than 4.2 million patient interactions each year. Our clinics offer a diverse range of services, including walk-in appointments, family medicine, internal medicine, Kinesiology, sleep apnea treatment, botox procedures, and women’s health services. The company has built a comprehensive practitioner enablement platform which includes digital Electronic Medical Records (EMR), practice management software, practitioner enablement tools, telehealth platforms, digital health apps that extend the features of EMRs, billing and Revenue Cycle Management (RCM) solutions, patient engagement technologies, clinic optimization tools, data protection solutions and more.

The platform empowers healthcare providers with digital healthcare products, tools, and services designed to enhance the delivery of care, and improve their patients’ healthcare experience and health outcomes. For more information about the companies, visit;(Use the "Apply for this Job" box below). ,

We're looking for a curious, technically minded support professional to join our eConsult platform team. This isn't a traditional call centre role - you'll be at the intersection of customer experience and product development, working directly with clinicians, support staff, and internal teams to make our platform better every day.

You'll own our customer support channels end-to-end, while also contributing meaningfully to product work: testing new features, writing release notes, and capturing feedback that shapes what we build next. If you love solving real problems, communicating complex ideas simply, and working in a healthcare-adjacent environment where your work genuinely matters, this role is for you.

• Own and manage customer-facing support channels (email, chat, ticketing system), maintaining timely, empathetic responses
• Troubleshoot and triage platform issues reported by users, escalating to development teams as needed with clear, reproducible documentation
• Document all customer interactions accurately to support issue tracking, trend analysis, and team awareness
• Capture, synthesize, and communicate customer feedback to the product team to inform roadmap decisions
• Support onboarding and ongoing success for new clinic users and administrators

• Build and maintain user guides, how-to documentation, and self-serve support resources for clinicians and support staff
• Plan and lead training sessions (virtual and in-person) for clinical users and administrative staff on platform features and workflows
• Partner with the sales and business development teams to support demos, onboarding materials, and client-facing communications
• Test new features as part of QA cycles, identifying bugs and usability issues before release
• Write clear, user-facing release notes that translate technical changes into plain language for clinicians and staff
• Collaborate cross-functionally with the development team to triage bugs, clarify requirements, and close the feedback loop between users and builders
• Act as the voice of the customer in product discussions, surfacing patterns from support interactions that drive improvements

• 2+ years of experience in a technical support, customer success, or healthcare IT role
• Demonstrated ability to learn complex software quickly and explain it simply to non-technical users
• Strong written communication skills — you can write a step-by-step user guide as comfortably as a release note
• Experience facilitating training sessions or…