Customer Experience Specialist

AlayaCare

5h • Remote

About The Position

As a Customer Experience Specialist, you will have the opportunity to make a positive impact with our customers every day. This multi-faceted role allows you to build strong customer-facing skills by interacting directly with our partners, work with a high-performing team to solve complex problems, and develop your own style for delivering outstanding customer service.
You will be responsible for owning and actioning a queue of requests from customers across the globe. If you are interested in helping us support the delivery of home and community care services through technology, this role is for you.

Requirements

• Minimum of 2 years of experience in technical support or customer service in a software or SaaS environment
• Proven track record of success in technical support or technical client services
• Comfort working with tools such as Microsoft Office, Zendesk, JIRA, Confluence, Slack, and AI products/tools.
• Exceptional problem-solving skills and a creative, curious mindset
• Strong written and verbal communication skills
• Ability to empathize with customers and remain calm and effective in critical situations
• Desire to work directly with customers and passion for providing an exceptional experience
• Comfortable working in a fast-paced, evolving environment

Nice To Haves

• Experience supporting SaaS applications strongly preferred
• Experience in healthcare or home and community care considered an asset
• Bilingualism in French and English considered an asset
• Bachelor’s degree in a related field (such as Health Informatics, Science, Business, Humanities, Engineering, or similar) is preferred

Responsibilities

• Manage a queue of requests from live customers through Zendesk
• Independently troubleshoot and resolve complex customer requests
• Present clear action plans and recommendations to help users resolve their issues
• Connect with customers over the phone to discuss and troubleshoot questions or concerns about the platform
• Monitor enterprise customer escalations and overall customer health, including meeting with internal cross-functional teams or key stakeholders from enterprise customers when needed
• Support your teammates on customer escalations and share best practices to reduce resolution time, drive customer satisfaction, and anticipate future issues
• Partner closely with Customer Success, Product, QA, and Engineering throughout the support process
• Provide guidance to customers on configuration options and process-related questions
• Contribute to best practices, methodologies, and other materials aimed at improving the customer experience
• Provide feedback and insights that help inform product development and improvement priorities
• Participate in the on-call rotation for after-hours support as required

Benefits

• Equity in a well-funded, scaling company
• Comprehensive health benefits, telemedicine, and lifestyle spending accounts
• Parental leave top-up and family support programs
• Inclusive by Design
• We celebrate diverse perspectives and foster belonging through our DEIB initiatives.
• Employee-led events, summits, and social activities, both in-person and virtual, create meaningful connections across our global teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level