Client Support Specialist - Pharmacy Operations (Kroll)

About AutoRx

AutoRx is an AI-native pharmacy automation platform. We build the technology that handles the repetitive, high-volume work behind the pharmacy counter, beginning with Kroll data entry and expanding steadily into other areas of pharmacy operations, so pharmacy teams can spend their time on patients rather than screens.

We support pharmacies across every province in Canada, and we are growing quickly. Our team is small, close-knit, and moves fast. Everyone here has real ownership of their work and a direct hand in shaping where the platform goes next.

We are looking for an experienced pharmacy professional to join our client support team as the subject-matter expert our pharmacy clients rely on and the link between them and our technical team. You will answer their questions, resolve issues, and make sure the work our platform produces meets the standard a pharmacist expects. Your Kroll expertise is the foundation of the role; we will train you on everything else.

Why join AutoRx

• Reshape how pharmacies work. The work you do here changes how pharmacy teams across Canada spend their day: less time on repetitive entry, more time with patients.
• Real growth, early. We are a startup in a period of rapid expansion, moving into new areas of pharmacy operations. The people who join now are first in line for the opportunities that growth creates.
• A team that values what you know. You will work closely with pharmacy professionals and engineers who depend on your expertise. What you flag gets fixed, and your input shapes what we build next.
• Full training, real support. We do not expect you to arrive knowing our platform. We expect curiosity, and we invest in the people who bring it.

What you’ll do

Support our pharmacy clients

• Serve as the first point of contact for pharmacy staff using AutoRx: answer questions, troubleshoot issues, and follow through to resolution.
• Support pharmacies in every province, adapting to provincial differences in billing, coverage, and scope of practice.
• Act as the link between pharmacy teams and our technical team, so pharmacy needs are clearly understood on both sides.
• Grow into onboarding and training new pharmacy clients as they join the platform.
• Track recurring client issues and escalate patterns, not just individual tickets.

Review and verify automated work

• Audit prescriptions processed by our platform for accuracy before they reach a pharmacist.
• Investigate discrepancies (incorrect drug mapping, misread directions, failed adjudication) and determine whether the cause is data, workflow, or software.
• Handle Kroll entry directly for exceptions that still require a human.

Shape what we build next

• Document Kroll workflows, edge cases, and pharmacy-specific rules, and turn them into standard operating procedures and training materials.
• Test new features against real-world scenarios before they go live.
• Build and maintain client-facing support materials for pharmacy teams.

What success looks like

• First 30 days: You know the AutoRx platform and can handle routine client questions independently.
• By 90 days: You are the go-to person for client issues, you catch errors before clients do, and your documentation has shaped a product improvement.

What you bring

Required

• Minimum 3 years of hands-on Kroll experience as a Pharmacy Assistant or Pharmacy Technician.
• Deep working knowledge of prescription processing, third-party billing, and insurance adjudication, including how to read and resolve rejection codes.
• Ability to learn new software quickly, with the curiosity to understand how a system works rather than just which buttons to press.
• Excellent written communication; much of the client support in this role is written.
• Ability to work independently in a remote role with limited day-to-day supervision.
• Legally eligible to work in Canada. Candidates from any province are welcome.

Strong assets

• Hands-on knowledge of pharmacy operations in Alberta or British Columbia specifically, or a background in an independent or community pharmacy.
• Experience supporting, training, or onboarding other pharmacy staff.
• Familiarity with prior authorizations, medication synchronization, or adherence programs.
• Exposure to ticketing or project-management tools (Zendesk, Asana, Jira, ClickUp, or similar).
• Experience in a pharmacy technology, startup, or software environment.
• Pharmacy Assistant certification. Bilingual English/French.

Location, schedule and privacy

Fully remote, open to candidates anywhere in Canada. Our clients operate in every province, so some time-zone flexibility is expected. Standard full-time hours, Monday to Friday, with core overlap PST.

This role involves access to personal health information. You will need a private workspace where screens are not visible to others, a secure internet connection, and a device used solely for work. All team members complete privacy training and sign a confidentiality agreement.

Compensation and benefits

$45,000 - $70,000 CAD per year, depending on experience, plus paid time off and a health insurance stipend.

How to apply

Send your resume along with brief answers to these three questions:

1. How many years have you worked in Kroll, and which parts of it do you know best?
2. Roughly what daily prescription volume have you handled, and in which province?
3. Describe a time you worked out why a claim was rejecting when the reason was not obvious. What did you do?

We read the answers before the resume. Submit to [email protected].

AutoRx is an equal opportunity employer committed to a diverse and inclusive workplace. We welcome applicants of all backgrounds and abilities, and will provide accommodations upon request throughout the selection process.