Support & Site Operations Representative, RateMDs

Toronto /
Subscription Listings – Support & Site Operations /
/ Hybrid

VerticalScope (TSE: FORA) operates one of the 10 largest community platforms in the US. Our platform includes over 1,000 websites and 100 million monthly visitors.  Our mission is to enable the world to share expertise and discover knowledge on subjects they love.  We operate at the intersection of community, content, and commerce, and believe in the power of enthusiasts to inform and inspire.

With well over 1,000 websites attracting approximately 100 million monthly UV’s, Toronto-based VerticalScope (TSE: FORA) is one of the largest and fastest-growing digital community technology platforms in North America. Our unique combination of wholly owned community (forum) websites and commerce-driven content sites offers shoppers critical information that they can’t get from other sources, attracting a unique audience and blue-chip advertisers seeking to reach them.  Our platform reaches audiences in several high-value verticals including automotive, outdoors, powersports, pets, home, consumer technology, and health & wellness, to name a few.

From a technology perspective, VerticalScope is the single largest vertically-focused digital community platform in Canada. Our presence accounts for the second-largest deployment on Google Cloud.  As an employee, you will receive a competitive salary and a full range of benefits, take advantage of learning programs, and contribute to an international team whose passion is innovation, driven by a collaborative merit-based culture.

The Role

Millions of North Americans use our portfolio company, every month to research and connect with their next healthcare provider. The RateMDs team is looking for an amazing Support & Site Operations Representative to join its growing team! Reporting to the Manager, Support & Site Operations this role will play a critical role in enforcing and shaping site policies.

The Support & Site Operations Representative is responsible for the accuracy of information being displayed to RateMDs users.  In this role, you would be responsible for vetting information updates from thousands of healthcare providers across North America and ensuring rating submissions meet our guidelines. You would also have the opportunity to contribute to building and executing new site policies, guidelines and processes to make RateMDs a trusted platform for healthcare research and authentic patient perspectives.

Key Responsibilities:
Review flagged ratings, doctor verification requests, doctor profile updates and other related information
Clearly and consistently enforce RateMDs’ review standards 
Respond promptly to users’ inquiries by email or phone
Contribute to review and support guidelines for patients, providers, and internal usage
Troubleshoot and escalate site issues
Answer emails/tickets professionally
Research required information using available resources
Assist with quality assurance and testing of new products and features

Strong interpersonal skills, tact and discretion
Customer service orientation
Ability to communicate clearly and concisely, both orally and in writing
Working knowledge of Helpdesk software like Zendesk, Freshdesk, LiveAgent, etc.
Knowledge of customer service principles and practices
A capacity for working well under pressure, meeting set objectives and capability to generate responsible solutions to day-to-day problems
Strong attention to detail and accuracy
Ability to learn quickly and work with minimal supervision
Written or spoken proficiency in French is an asset
Experience in a medical office or clinic environment is an asset
Start-up experience is an asset
Interest in digital media and SEO is an asset
Post-secondary degree, diploma or equivalent


We believe that competitive benefits are an important investment in our people and culture. In addition to joining a passionate and collaborative team culture, your benefits and perks include:

- Full suite of health benefits (medical, dental, vision), including fertility options
- Retirement savings program and HSA/FSA programs
- Flexible working hours and unlimited vacation
- Parental leave top up pay
- Life insurance, long-term disability, AD&D
- Employee Stock Option Program (ESOP)
- Career development stipend

- Employee referral bonus
- Employee discounts
- High-tech office space and remote work options
- Virtual social events
- Inclusive culture

Our company values diversity of thought and believes diverse teams make innovation possible. We work on complex, difficult problems with no linear or clear solutions. We believe that a diverse team can bring different perspectives and approaches, and whose experiences reflect the full set of clients we seek to serve. As such, VerticalScope is committed to a diverse representation among our employees.

If you require disability-related accommodation during the application, recruitment, and interview process, please let us know and we will work with you to make all possible adjustments to suit your needs.