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Bilingual Customer Success Specialist

1 month ago
Canada
Full-time
Mid Level
Customer Success
Customer and Technical Support
CRM
Apply Now
Tali AI

Tali AI

Tali AI is an AI virtual assistant for physicians, aiding with tasks, EHR integration, and drug search for efficient patient care.

Internet Software & Services
11-50
Founded 2020
View All Jobs 4

Description

  • Own the end-to-end onboarding journey for new users to help them reach first-value as quickly as possible.
  • Turn new sign-ups into power users by communicating value and ensuring every touchpoint is seamless and high-impact.
  • Provide tiered customer support that not only resolves issues but explains the 'why' to increase user self-sufficiency over time.
  • Analyze the customer journey to identify friction points and collaborate with the Product team to improve the user experience.
  • Collaborate cross-functionally with sales, marketing, and product to address customer needs and escalate issues appropriately.
  • Develop and maintain knowledge base and onboarding materials to support user adoption and reduce repeat support needs.
  • Manage CRM and ticketing systems, keeping a clean queue and optimizing system capabilities for efficient support.
  • Collect and share customer insights from interactions to inform product and service improvements.

Requirements

  • Bilingual fluency in English and French (verbal and written) — candidates not bilingual will not be considered.
  • Previous customer support experience, including Tier II support.
  • Experience working in a high-growth, start-to-scale environment.
  • Experience using CRM and ticketing systems and optimizing their use.
  • Strong written and verbal communication skills in both English and French.
  • Self-organizing, self-driving, and reliable with the ability to prioritize and juggle conflicting tasks.
  • Comfort with data and analytics (bonus/preferred).
  • Adaptability to rapid growth and product change (bonus/preferred).
  • Knowledge of the healthcare industry, EHR/EMRs, and AI assistants (bonus/preferred).

Benefits

  • Base salary range $55,000 - $75,000 per year (annual base; varies by qualifications and experience).
  • Remote and hybrid work options with flexible work hours.
  • Comprehensive health and wellness coverage starting day one.
  • Competitive PTO including winter shutdown (Dec 25 - Jan 1), birthdays, Taliversaries, and extended long weekends.
  • $2,000 annually in 'Knowledge Dollars' for learning and development.
  • Quarterly socials and company outings.

Interested in this position?

Apply directly on the company website

Apply Now

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