About this role
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 RoleWe'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 DoAccount OperationsHandle 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 & RoutingTriage 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 & DevelopmentBuild 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 CommunicationRespond 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
QualificationsRequired Experience & Background1+ 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 FoundationsBasic 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 KnowledgeInterest 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 & CapabilitiesStrong 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 AreYou'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 DaysYou'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 BenefitsCompetitive Salary & Equity Package
Health Insurance (includes option with 100% family coverage)
401k
Paid Maternity/Paternity Leave (12 weeks)
Flexible/unlimited PTO
Home Office Stipend