Original job description
Location: Toronto, Ontario (Hybrid - 1 day in office weekly)
Overview
Greenspace Mental Health is on a mission to empower mental health systems, providers, and individuals in care with the Measurement-Based Care (MBC) technology and data they need to continuously enhance care quality, and drive measurable financial value for partner organizations.
We are searching for a detail-oriented, technically curious, and highly collaborative Customer Support Specialist to join our Customer Success team and help deliver an integrated Measurement Based Care solution to our healthcare partners.
The Role
As a Customer Support Specialist, you will be a key member of our Support Team within the broader Customer Success department. You will work directly with customers, internal partners, and external EHR partners as a trusted advisor and resource, helping them get the most value out of Greenspace.
Reporting to our Customer Support Manager, you will not only deliver remarkable day-to-day experiences for our customers, but also help shape and scale the Support function as Greenspace continues to grow. You will be a problem solver and a subject matter expert across the entire Greenspace platform driving outstanding customer experiences in every interaction.
What You Will Do
You will take on a range of responsibilities, but your daily work will involve these core tasks:
Provide frontline support to customers
Work directly with customers to effectively address and resolve support tickets, issues, and questions through our support platform (Intercom) via email, chat, and occasional video calls. You will prioritize the most impactful issues, meet our support SLAs, and respond in a professional, empathetic, and timely manner.
Lead initial investigation, triage, and escalations
Perform initial technical investigation on more complex issues, including reproducing problems, gathering context, and documenting clear steps to reproduce. You’ll triage and escalate tickets to Customer Solutions (e.g., Integrations, Assessments, Implementation) or Engineering using agreed escalation pathways, and follow through on resolutions to close the loop with customers.
EHR Integrations SME & Support
Develop working expertise in Greenspace’s common EHR integrations and support complex troubleshooting by reviewing logs, errors, configurations, and test reproductions. Complete customer-requested data backfills and integration updates, partnering with Integration Specialists and Engineering to validate changes, identify root causes, and minimize workflow disruption.
Train and optimize our AI Support Assistant
Help configure, train, and continuously improve our AI Support Assistant (Intercom's Fin) by curating high‑quality knowledge, tagging and routing conversations appropriately, identifying gaps in Fin’s coverage, and partnering with the Support Manager to test, monitor, and report on Fin’s performance.
Own knowledge and content management for Support
Create, structure, and maintain clear, accurate, and up‑to‑date content across our customer Help Center and internal Support Knowledge Base. You’ll ensure articles are easy to find, follow consistent standards, and are optimized to power both self‑serve support and our AI tools.
Collaborate closely with Product and Engineering as the voice of the customer
Surface recurring themes, pain points, and opportunities you see in support conversations and help translate them into actionable feedback for our Product and Engineering teams. You’ll contribute to feedback loops, testing of new features, and improvements to workflows that make the platform easier to use and support.
Contribute to continuous improvement of our Support platform and processes
Identify opportunities to improve how we work in Intercom (e.g., workflows, macros, routing rules, tags, reporting) and our broader support processes. You’ll contribute ideas, help pilot changes, and share learnings that improve efficiency, quality, and the overall customer experience, working cross‑functionally within Customer Success (e.g., Integrations, Analytics) to develop subject matter expertise and strengthen support for specific product areas.
What We're Looking For
1-2+ years experience in a customer support, customer-facing or operations role at a SaaS technology company.
Impeccable written and oral communication skills.
Highly organized with strong prioritization and time management skills; able to manage multiple requests in parallel without dropping details.
Problem solving skills and the desire to help people
Nice to have: Experience working with technical tools (e.g., log viewers, basic SQL, Postman/API clients, or integration platforms) is a significant plus; an eagerness to learn quickly is essential.
Passion for improving mental healthcare and enthusiasm for Greenspace’s mission.
Comfort working in a fast-paced, high-growth environment where we are continuously iterating on our processes, tools, and offerings.
About Greenspace
Born out of St. Michael's Hospital in Toronto, Greenspace was founded to fill a gap between the proven benefits of measurement-based care in research and its actual implementation in practice. Since then, we've worked to break down barriers to implementation and empower organizations to use data to inform treatment decisions and drastically improve the quality of mental health care across North America.
Our Culture
We are a startup, which means that you will have significant responsibility and an opportunity to play a pivotal role in the development and growth of our solutions. We are passionate about improving the quality of mental health care and improving the lives of millions of people. We believe in a collaborative work environment where everyone's view carries equal weight. Good ideas are good ideas and it doesn't matter whether they come from the CEO or the newest employee. Learn more about our culture on our website.
Diversity
We believe that diversity makes our organization stronger and we are committed to being an equal opportunity employer. Greenspace recruits, employs, trains, compensates and promotes employees regardless of race, religion, colour, national origin, gender, age, sexual orientation, gender identity or disability.
Perks
Healthy work/life balance - we recognize that building a startup is a marathon, not a sprint.
Tight-knit collaborative work environment where we work in teams rather than siloed individuals.
Flexible hybrid-remote environment with physical hubs in Toronto, Vancouver, and Kelowna.
Ongoing mentorship, coaching and personal development opportunities from experienced team members or external resources.
Generous vacation and comprehensive benefits package, including paid parental leave.
