Client Solutions Specialist

6 month contract, 40 hours a week opportunity

The ability to work flexible hours between 8am - 5pm PT Monday to Friday, with possible weekend coverage once training is completed.

Frida is looking for a Client Solutions Specialist to join the team! This role will focus on supporting Frida, the leading virtual ADHD clinic in Canada. We’re searching for Client Solutions Specialists with flexible availability for 40 hours during the week, including evenings and weekends and holidays.

Location: Remote (Canada)

About Us

Frida is Canada's largest online clinic for adult ADHD. ADHD is one of the most treatable conditions in medicine and one of the most underserved. Adults can wait 12 months for an assessment in the public system, and many never get treatment. Our streamlined care model allows us to evaluate, diagnose, and treat adults within weeks rather than years- bringing timely care to many who have faced long waitlists or felt unheard or dismissed when seeking care.

More than 10,000 patients have trusted us with their care and our satisfaction score sits at 98%. We’re a startup graduating to scaleup, which means the next chapter of Frida gets built by the people here now.

Who we hope to find

As the first point of contact for Frida’s existing and prospective clients, you'll be responsible for delivering an amazing support experience. That means the bar does not just equal a resolved ticket; it is a patient who feels heard, who understands what happens next, and who leaves the interaction more confident in their care than when they arrived.

In this role, you’ll make an impact by:

Delivering Exceptional Patient and Stakeholder Support

• Responding to incoming support tickets promptly and professionally, providing solutions or escalating issues as necessary
• Speaking with patients and other key stakeholders over the phone to ensure a speedy resolution to their inquiries
• Maintaining clear and friendly communication with patients and the clinical team, ensuring a positive customer experience
• Striving to achieve high customer satisfaction ratings through attentive and helpful experiences
• Documenting Client Experience interactions and resolutions accurately, so the next person picking up that patient’s care has everything they need
• Flagging friction you notice in the queue, so recurring patient pain points get surfaced rather than just resolved as a one-off

Collaborating and Following Best Practices

• Following established SOPs, along with privacy and healthcare compliance requirements, in every interaction
• Communicating status and blockers clearly and on time, keeping your lead informed without being asked
• Collaborating with team members to address common issues and share insights

Contributing beyond the support queue

• Taking on tasks such as writing and updating Standard Operating Procedures (SOP) or Help Center articles, refreshing macros and templates, or supporting a process change
• Regularly contribute to team initiatives with direction, support, and guidance from your Team Lead
• Participating in training sessions to enhance your knowledge of our products and services

We need someone who has:

• A high school diploma or equivalent, although a post-secondary degree or relevant certification is a plus
• 1+ years of experience in customer service
• Strong communication skills, both written and verbal, to effectively interact with patients, the clinical team, and other team members
• Excellent problem-solving abilities and a strong willingness to learn
• The ability to work in a fast-paced and rapidly changing environment
• Availability to work additional shifts (including some statutory holidays and weekends) to provide necessary coverage for patient needs
  
  

It would also be great if you have:

• A basic understanding of healthcare and technology concepts
• Experience in technical support especially using Zendesk
• Experience working in a fast-paced startup environment
• Experience working in a distributed team environment

Compensation:

• $24-26/hour for 40 hours a week
• The compensation listed above refers to an hourly salary that may vary depending on a candidate's relevant qualifications, knowledge, competencies and work experience, and other factors including market conditions.

Our Hiring Process:
To best set you up for success, here’s what you can expect after you apply:

• Application Review
  Our hiring team carefully reviews each application to understand how your skills and experience align with the role. We aim to respond within 14 days of receiving your application. In most cases, we’re much quicker—but as a small team that reviews every application personally, it can take a little longer when we’re hiring for high-volume roles.
  
  
• Take-Home Assignment (1-2 hours)
  If your application aligns strongly with the role, you’ll be invited to complete a short take-home assignment that reflects the type of work you'd complete in this role. This helps us understand your approach to practical daily work and helps us assess certain skillsets early in the process. Please note: completing the assignment does not guarantee progression to the next stage of the process.
  
  
• Interview with the Hiring Manager and Lead (45 mins)
  In this conversation, we’ll dive deeper into the role and your relevant experience, while also exploring the core competencies needed for the position and how you could contribute to the team.

Do you think you could be our next Client Solutions Specialist? We look forward to seeing your application!