Bilingual Customer Support Specialist

Tali AI • Toronto, ON

2d • Hybrid

About The Position

Tali AI is seeking a Bilingual Customer Success Specialist to join their team. This role focuses on transforming new sign-ups into power users by managing the customer's first 90 days. The specialist will be responsible for confidently communicating the value proposition and ensuring all customer interactions are seamless, empathetic, and high-impact. The ideal candidate will have deep experience in customer workflows, user onboarding, knowledge base development, and resolving customer needs to ensure a positive experience. This role requires bilingualism in English and French.

Requirements

• Bilingual in English and French.
• Deep experience in customer workflows, user onboarding, knowledge base development, and owning the resolution of customer needs.
• Previous experience in customer support including Tier II support.
• Experience in a high-growth start-to-scale environment.
• Ability to navigate CRM and ticketing systems effectively, optimizing their capabilities and ensuring a clean queue.
• Excellent verbal and written communication skills in English and French.
• Self-organizing, self-driving, and reliable.

Nice To Haves

• At ease with data and analytics.
• Adaptable to rapid growth and change.
• Knowledge of the healthcare industry, EHR/EMRs, and AI assistants.

Responsibilities

• Own the end-to-end onboarding journey for new users, ensuring they reach first-value as quickly as possible.
• Analyze the customer journey to identify friction points and work with the Product team to improve the overall 'look and feel' of the user experience.
• Provide world-class support by not just fixing the 'what,' but explaining the 'why,' helping users become more self-sufficient over time.
• Collaborate with cross-functional teams, including sales, marketing, and product, to address customer needs and concerns.
• Provide insights from customer interactions to contribute to the improvement of products and services.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed