Bilingual Customer Support Specialist

Tali AI is on a mission to build industry-leading products that solve real-world problems for clinicians today.

How do we do this? Our AI-powered medical assistant empowers clinicians by removing the administrative burden that pulls them away from patients. When clinicians can focus on care, healthcare becomes more accessible, more human, and more sustainable.

Tali is transforming the industry, serving thousands of clinicians across Canada and the US, accelerating millions of patient encounters annually, saving clinicians more than 10 hours a week. That time goes back to where it matters most, patient care.

I'm Tom, Tali's Customer Success Manager. My team is looking for a customer champion to come on board as a Bilingual Customer Support Specialist. If you're an all star at building and nurturing relationships, understand the importance of the customer experience and want to make a difference in healthcare, Tali might be a great home for your next career opportunity.

Our team would love to hear from you if you have deep experience in customer workflows, knowledge base development, and of course, owning the resolution of customer needs and ensuring they have a great experience.

Please note: we are only considering candidates who are bilingual in English and French for this role.

• You take the lead on problem solving for customers - you love helping users figure out how to use technology effectively.
• You easily put yourself in the user's shoes to help them understand how to fit our technology into their work day
• Your perfect day is unplanned: you help whoever needs it most, juggling conflicting priorities and tasks with a smile
• You have previous experience in customer support including Tier II support, and experience in a high-growth start-to-scale environment
• You're able to navigate CRM and ticketing systems effectively, optimizing their capabilities where possible, and ensuring you've got a clean queue
• You have excellent verbal and written communication skills in English and French.
• You are self-organizing, self-driving, and reliable - our customers will be counting on you to help them out of a jam
• Bonus Point: You're at ease with data and analytics
• Bonus Point: You are adaptable to rapid growth and change - our product is cutting edge, and we're improving it all the time
• Bonus Point: Knowledge of the healthcare industry, EHR/EMRs, and AI assistants

• Respond to customer inquiries and provide accurate information about products, services, and policies.
• Assist customers via email, chat, phone, and other communication channels in a professional and friendly manner.
• Ensure timely and effective resolution of customer issues, striving for first-contact resolution whenever possible.
• Identify and analyze customer needs to offer appropriate solutions or escalate issues to the relevant department.
• Troubleshoot and resolve technical issues, guiding customers through step-by-step solutions.
• Maintain comprehensive and accurate records of customer interactions, transactions, comments, and complaints.
• Document and report recurring issues to the appropriate teams for continuous improvement.
• Stay updated on product features, updates, and changes to provide accurate information to customers.
• Contribute to the development of Customer Success materials, including internal training and external guidance articles.
• Onboard and train new clients to the product, working closely with buyers on identifying solutions at scale.
• Work towards achieving high levels of customer satisfaction and loyalty.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to address customer needs and concerns.
• Provide insights from customer interactions to contribute to the improvement of products and services.

• Selected candidates will be contacted for an initial 30-minute interview
• Hiring Manager Interview (60 min)
• Take Home Assessment (2 hours)
• Interview with a Co-Founder/Executive Leader (30 min)
• Decision Stage

More About Tali AI

Perks and Benefits

All full-time employees enjoy:

Remote and hybrid work options & flexible work hours

Comprehensive health and wellness coverage from day one

Competitive PTO, including winter shutdown Dec 25 - Jan 1, birthdays and Taliversaries, and 'extra long' long weekends

$2000 annually in "Knowledge Dollars" to learn, grow, and level up

Quarterly socials & company outings that bring our team together beyond the day-to-day

Our Core Values

Bold: we embrace ambitious goals, make courageous decisions, and take calculated risks to drive impactful innovation and growth

Resourceful: we're self-directed problem solvers; navigating obstacles, learning and acquiring new skills and making sound judgement calls. We consistently deliver on commitments while maintaining a high standard of quality and dependability

Candid: Being, honest, transparent, and open in all interactions, fostering a culture of trust and authenticity

We thank all applicants for their interest; only those candidates selected for an interview will be contacted. Tali is committed to providing a barrier-free recruitment process for all candidates. Should you require accommodations at any point throughout the hiring process, please contact People & Culture