Bilingual Customer Support Specialist

Get AI-powered advice on this job and more exclusive features. At Tali, we’re tackling one of healthcare’s most pressing challenges: the administrative burden that overwhelms clinicians and compromises patient care. Our AI-powered medical scribe is already transforming the industry, serving thousands of clinicians across Canada and the US. By accelerating millions of patient encounters annually, we save each clinician over 10 hours a week—adding up to 27 years of clinicians’ time returned to the healthcare system every year. Backed by a team with decades of experience from world‑class companies like Amazon, Stripe, and Shopify, we’re building a product that solves critical, real‑world problems for clinicians today while laying the foundation for a more efficient and patient‑centered healthcare system. Our customers trust our technology to deliver accurate, secure documentation, empowering them to focus on what matters most: exceptional patient care. Why Join Tali Impact at Scale: Your work will directly impact the Tali employment experience, enabling our team to improve the lives of clinicians and patients, while reshaping the future of healthcare. Technical Excellence: We’re building a world‑class product with cutting‑edge technology, from full‑stack development to ML, infrastructure, and security. Ownership and Growth: As an early‑stage startup, every team member has the opportunity to shape our technology, culture, and future. Whether you’re a generalist who thrives on variety or a specialist eager to build entire systems from the ground up, your contributions will be pivotal. Build with Purpose and Pride: Engineer systems that handle highly sensitive medical data with precision and care, knowing your work directly impacts the trust and safety of clinicians and patients. A Team that Inspires: Collaborate with a talented, driven team that values innovation, humility, and a relentless focus on solving hard problems. We’re looking for a champion of the customer experience 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, this role might be the right move for you. Please note: we are only considering candidates who are bilingual in English and French for this role. You might be a good fit if You can take the lead on problem solving for customers – you love helping users figure out how to use technology effectively. You can 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 have excellent verbal and written communication skills in English and French. You’re at ease with data and analytics. You are self‑organizing, self‑driving, and reliable – our customers will be counting on you to help them out of a jam. You are able to and enjoy working in a respectful, transparent, and collaborative way. You are adaptable to rapid growth and change – our product is cutting edge, and we’re improving it all the time. Knowledge of the healthcare industry an asset. Familiarity with CRM software and ticketing systems is an asset. What you’ll do 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 escalates 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. Here’s what to expect from our recruitment process Selected candidates will be contacted for an initial 30‑minute interview. Hiring Manager Interview (45 min). Take‑Home Assessment (2 hours). Interview with a Co‑Founder/Executive Leader (30 min). Decision Stage. Perks and Benefits Hybrid work options & flexible work hours. Comprehensive health and wellness benefits from day one. Competitive time‑off, including company‑wide holidays between Dec 25 – Jan 1 and “extra long” long weekends. $2000 in annual “Knowledge Dollars” for professional development. Quarterly socials & company outings. Our Core Values Bold: embracing ambitious goals, making courageous decisions, and taking calculated risks to drive impactful innovation and growth. Resourceful: we’re self‑directed problem solvers; navigating obstacles, learning and acquiring new skills as needed and making sound judgement calls within scope. Consistently delivering on commitments while maintaining a high standard of quality and dependability in all aspects of our work. Candid: Being honest, transparent, and open in all interactions, fostering a culture of trust and authenticity. Caring: Actively supporting and empathizing with our people – customers, patients, and colleagues to help them thrive and achieve their goals. 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 at people@tali.ai. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr