Customer Support Specialist

Cordance is dedicated to accelerating the growth of vertically focused business-to-business (B2B) software-as-a-service (SaaS) companies through acquisition and long-term tactical and financial guidance. We're experienced operators and subject-matter experts with a passion for software and building businesses. We partner with founders to help them scale their businesses and realize their companies' full potential.

We look for businesses with strong leadership and high potential for profitable growth, and work together to increase year-over-year revenue, company efficiency, and impact. Cordance envisions that all companies we work with achieve their full potential. We embrace what makes each company great and build on those foundations. We believe in elevating a company as it scales, delivering dignity to the organization and its employees, and sharing a passion for building a legacy.

Cordance is seeking a proactive, relationship-driven Customer Support Specialist to support McCreadie Group, a mission-driven company developing innovative software solutions for research pharmacies and investigational drug services. In this role, you will be the first point of contact for customers, providing exceptional support across multiple channels while ensuring a seamless and positive client experience. You'll play a critical role in driving customer success by resolving inquiries, leading training sessions, and collaborating with internal teams to enhance both product development and customer satisfaction. We're looking for a detail-oriented, customer-focused professional who thrives in a collaborative environment and is eager to make an impact. This is a unique opportunity to join a values-led organization where your contributions will directly support clinical research and improve patient outcomes.

This is a fully remote role; all candidates must be based in the US

What you'll do:

• Provide technical support for clients using company tools (Kayako, Help Center, CRM, phone, email).
• Lead the VesTigo Virtual Classroom and deliver engaging training sessions.
• Maintain subject matter expertise in Research Pharmacy through continuous learning and professional involvement.
• Ensure timely, professional, and courteous responses to client inquiries to drive high satisfaction.
• Collaborate with internal teams to advise clients on best practices and software feature usage.
• Contribute to external communications, including website, newsletters, training, sales, and marketing materials.
• Assist with testing new product releases and features alongside Customer Success and Development teams.
• Work with the team to track and resolve open issues based on client and product feedback.

What You Bring:

• Exceptional communication and interpersonal skills.
• A positive, team-oriented attitude.
• Strong attention to detail and organizational skills.
• At least 3 years of relevant experience in Research Pharmacy (Investigational Drug Services) at clinical sites.
• Experience with the VesTigo application.
• Demonstrated training skills with the ability to deliver instructional material remotely using MS Teams.
• Ability to work independently while managing multiple tickets/issues daily.

What Will Help You Stand Out

• Certified Pharmacy Technician (CPhT) credential.
• Previous experience providing customer support, software training, or implementation.
• Advanced proficiency in Microsoft Word, Excel, and PowerPoint.
• A quick learner eager to embrace new skills and technologies.

Please note that we do not accept unsolicited resumes, work on a Corp-to-Corp basis, or engage with non-vetted external agencies.

Why Join Us?

At Cordance, we believe in taking care of our team members. When you join us, you'll enjoy a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:

• Health and Wellness:
• Comprehensive Health Coverage: Coverage begins on your first day of employment.
• Retirement Savings:
• 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You're eligible the first of the month after 90 days and immediately vested.
• RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You're eligible the first of the month after 90 days and immediately vested.
• Paid Time Off:
• Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
• Parental Leave:
• 12 weeks paid leave for all employees.
• Remote Work Support:
• Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
• Holidays:
• Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.
  

Join us and be part of a company that values your contributions and well-being from day one!

EEOC & ADA Statement :

Cordance and its companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, creed, sex, nationality, ancestry, national origin, disability status, genetics, protected veteran status, affectional or sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws.

Cordance and its companies comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Final candidate must be able to pass a background check.

To view applicant notices required under federal and state law, please visit: