Customer Success Specialist

About BookJane

BookJane is a healthcare technology company providing an AI-powered workforce intelligence platform that helps organizations manage scheduling, automate staff call-outs, reduce administrative workload, and improve workforce operations. We support organizations across Canada, the United States, and the United Kingdom.

The Opportunity

BookJane is looking for a Customer Service Specialist to join our Customer Success and Operations team. This is a hands-on role for someone who is highly organized, computer literate, comfortable working with technology, and enjoys helping customers.

Working closely with our Customer Success Manager and VP Operations, you will help manage customer accounts, respond to client questions, maintain account information, support onboarding and training, troubleshoot basic issues, and ensure customers receive a high level of service.

Key Responsibilities

· Provide day-to-day customer service and account support to BookJane clients.

· Work closely with the Customer Success Manager and VP Operations to support client relationships and account management.

· Maintain customer accounts, user information, documentation, configurations, and account records.

· Respond to customer questions through email, phone, Zoom, and support channels.

· Assist clients with platform navigation, user accounts, scheduling workflows, and general product questions.

· Troubleshoot basic technical and account issues and escalate more complex matters to the appropriate internal team.

· Support new customer onboarding, implementation, training, and go-live activities.

· Assist with customer meetings, follow-ups, action items, and account documentation.

· Monitor open customer issues and ensure they are followed through to resolution.

· Identify recurring customer issues and opportunities to improve the customer experience.

· Coordinate with Product, Engineering, Operations, and Customer Success when client requests require additional support.

· Maintain accurate information within BookJane customer management and support systems.

· Help prepare account reports, customer usage information, and materials for client reviews.

What We're Looking For

We are looking for someone who is customer-focused, technology comfortable, organized, responsive, and accountable. You should enjoy solving problems and be able to manage multiple customer requests while maintaining strong attention to detail.

· Strong computer literacy and ability to learn new SaaS platforms quickly.

· Experience in customer service, account management, customer success, software support, healthcare technology, scheduling, or SaaS is an asset.

· Strong written and verbal communication skills.

· Comfortable using Microsoft Office, Excel, Zoom, and online customer management systems.

· Strong organization, follow-through, and problem-solving skills.

· Ability to work collaboratively across customer success, operations, product, and technology teams.

What Success Looks Like

Customers receive fast, professional, and reliable support; account information is accurate and current; issues are followed through to completion; and the Customer Success and Operations teams have the support they need to deliver an excellent customer experience.

Why BookJane

• You will join a growing healthcare technology company where you can work directly with customers and senior leadership while gaining experience across customer success, account management, SaaS technology, healthcare operations, and AI-powered workforce solutions.