Company Overview:

MedEssist is a web-based software providing business tools, clinical solutions, and dedicated support to community pharmacies across North America, bringing innovative healthcare to hundreds of communities nationwide. We’re a passionate and driven team of healthcare professionals helping over 600+ pharmacies become local healthcare hubs — reducing strain on the healthcare system and improving patient access to care.

We know transforming healthcare isn’t easy, but if you’re curious, hardworking, and eager to make an impact, you’ll fit right in. Our team includes pharmacists, nurse practitioners, doctors and innovators working together to change how healthcare reaches communities.

We’re growing fast and looking for a Pharmacy Support Lead to help scale our support operations while delivering exceptional customer experience. 

Note: This is not a traditional role in a pharmacy — you’ll be working remotely at a tech startup.

Position Overview:

As the Pharmacy Support Lead, you’ll guide our support team, streamline processes, and ensure users feel supported every step of the way. You don’t need formal IT experience — if you’re a problem-solver who enjoys helping people and learning new things, we encourage you to apply!

In this role, you’ll manage customer support requests, troubleshoot issues, and monitor key metrics to ensure users receive prompt and effective assistance. You’ll collaborate with product, engineering, and success teams to relay feedback, escalate complex issues, and drive platform improvements. You’ll also create and update training resources to make it easier for pharmacies to adopt new features.

If you have pharmacy experience and are looking to shift your career into technology, this is a fantastic opportunity to combine your expertise with innovation in a dynamic and rewarding position. If you thrive in a fast-paced environment and are passionate about technology and healthcare, this role is for you.

Key Responsibilities:

• Lead the support team in providing timely, helpful assistance to MedEssist users, primarily pharmacists and pharmacy staff in community settings.
• Respond to support requests through live chat, phone, video calls, and email.
• Act as the main point of contact for high-priority issues, ensuring quick resolutions.
• Troubleshoot issues and escalate more complex problems to the engineering team.
• Collaborate with the product team to improve the platform based on pharmacy feedback.
• Create training materials and documentation to help pharmacies onboard faster.
• Continuously improve support processes by developing best practices, optimizing ticketing systems, and updating knowledge bases to boost team efficiency and reduce backlog.
• Track and improve key performance indicators (KPIs) such as customer satisfaction (CSAT), first-contact resolution rates, response times, and ticket backlog to ensure timely, accurate support that drives high customer satisfaction.
• Identify trends and recommend proactive solutions to minimize recurring issues and reduce support requests.

What We’re Looking For:

• 1+ year of experience as a pharmacy technician or assistant in a Canadian pharmacy
• 1+ year experience with a Canadian pharmacy systems like Kroll, Fillware, Propel, etc....
• Tech-savvy individual with strong problem-solving skills and a passion for helping others.
• A customer-first mindset with a focus on enhancing the user experience.
• Excellent communication skills and able to explain complex concepts in simple terms.

Why Join Us?

• Play a key role in shaping the future of healthcare technology.
• Collaborate with a passionate, dynamic team in a fast-growing startup.
• Flexible remote work environment. Workspaces at The University of Toronto downtown campus or in Calgary, Alberta.
• Competitive salary ($45-60k/year), benefits & equity (stock options).
• Opportunities for career growth in an exciting, fast-paced environment.
  
  

How to Apply:

• Only applications that are considered to move forward will receive a response. Please state your ideal start date (if applicable) and where you are located (i.e. which Province/State).
• Please send applications to careers@medessist.com.