Client Services Coordinator

The Client Services Coordinator is a key member of the myHSA Customer Experience team, responsible for coordinating day-to-day support operations while delivering thoughtful, accurate, and efficient support to employees, plan administrators, and advisors.

This role is primarily focused on ownership of the myHSA support email inbox and acts as a backup for live chat during high volume periods, coverage gaps, or escalated inquiries. The Coordinator serves as a point of escalation and peer resource for CSRs, supports onboarding and training, and works closely with the CX Manager to ensure consistency, efficiency, and a high standard of customer service across all support channels.

This is a full-time role based in our Calgary office.

Key Responsibilities
Support Operations & Inbox Ownership

• Own and manage the support email inbox, ensuring timely responses and appropriate delegation to internal teams


• Act as the primary point of contact for email-based support inquiries


• Ensure all inquiries are tracked, followed up on, and resolved efficiently


• Act as backup for live chat support when additional coverage is needed and during high-volume periods

Peer Support & Escalations

• Act as a resource for CSRs and the broader CX team by providing guidance on inquiries, responses, and best practices


• Handle live chat and email escalations, using sound judgment to resolve or escalate further to the CX Manager when needed


• Support conflict resolution and de-escalation while maintaining a calm, professional tone

Customer Support & Issue Resolution

• Respond to customer inquiries via Intercom email (and live chat as needed) related to account access, claims, plan details, updates, and general troubleshooting


• Guide users through technical issues, platform navigation, plan and account updates, and benefit usage questions


• Identify, document, and route platform issues or potential bugs to the appropriate internal teams


• Flag emerging trends or recurring issues to the CX Manager for review and action

Training, Onboarding & Process Improvement

• Support the onboarding of new CSRs by leading training sessions and providing hands-on, day-to-day guidance


• Contribute to documentation, internal resources, and process improvements


• Assist with AI Agent and automation optimization to improve efficiency and support quality

Collaboration & Compliance

• Work closely with Adjudication, Advisor Support, and other internal teams to ensure seamless resolution of inquiries


• Stay up to date on platform updates, plan rules, and frequently asked questions


• Uphold strict security, privacy, and policy standards when handling sensitive information

Qualifications

• 2–4 years of experience in a customer service, support, or account management role


• Strong written communication skills with a clear, friendly, and solution-oriented approach


• Highly organized with the ability to manage time, priorities, and competing demands independently


• Comfortable working in a fast-paced, high-volume environment


• Strong customer relationship-building and maintenance skills, with the ability to establish trust and communicate effectively with users and internal teams

• Proven ability to mentor, guide, and support teammates


• Strong problem-solving, decision-making, and de-escalation skills


• Professional interpersonal skills with confidence delegating and coordinating work


• Experience using customer support tools such as Intercom, or similar platforms, is considered an asset