Customer Experience Specialist

**About AlayaCare**:
At AlayaCare, we're revolutionizing the way that home healthcare is delivered. Our leading cloud-based software allows our customers around the world to manage their employees, scheduling, billing, and enable better delivery of care. We're a fast-growing SaaS company with a team of 550+ team members across Canada, US, Australia, and Brazil. We aim to be the world leader in home healthcare software solutions as we empower providers to deliver better health outcomes to their patients and clients. We pride ourselves on our open and transparent culture, our bias for action, and being committed to a workplace where we can be ourselves.

**About the role**:
As a Customer Experience Specialist, you will have the opportunity to make a positive impact with our customers daily. This multi-faceted role allows you to improve your 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. We are looking for a Customer Experience Specialist who will be responsible for owning and actioning a queue of requests from our customers all over the world. If you're interested in helping us support the delivery of homecare services, this job is for you.

**A day in the life**:

- Manage customer requests through ZenDesk, triaging and solving issues independently
- Deliver tailored action plans and recommendations to resolve user issues
- Monitor enterprise customer escalations and health, including at times meeting with cross-functional internal teams or key stakeholders from the enterprise organization to resolve ongoing issues
- Support your team on customer escalations and guide your team on best practices such as next issue avoidance, decreasing average resolution time, impacting customer satisfaction, and providing other customer guidance on available offerings and tools
- Guide customers on platform configuration and process usage
- Participate in our on-call support rotation to ensure 24/7 service coverage
- Contribute to support knowledge base, customer experience improvements, and product feedback

**What you bring to the team**:

- Bachelor's Degree in Business, Science, Engineering, or Public Health
- 2+ years of experience in technical support or customer service
- Proven success in a SaaS or technical support environment
- Familiarity with Zendesk, JIRA, Microsoft Office, Slack, and Zoom
- Excellent communication and problem-solving skills
- Empathetic, customer-first mindset with curiosity and a desire to learn
- Ability to thrive in a fast-paced, collaborative environment
- Bilingualism in French and English is a strong asset

**Location and travel requirements**:
**What Makes AlayaCare a Great Place to Work**:

- Our products have a positive impact on the lives of countless care workers and care recipients
- Our company has been recognized by the Globe and Mail as one of Canada's Top Growing Companies and as a recipient of Deloitte's Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit and bold innovation
- Equity in a well-funded, high-growth company
- Hybrid working models with beautiful and creative office spaces to enjoy in prime locations
- Virtual and onsite social events for employees centered around collaboration, learning, and fun, including DEIBA committee events, volunteer events, fireside chats, catered team lunches, celebrations, and team
- building activities
- Comprehensive group benefits program, including telemedicine
- Employee expense program for health, wellness, lifestyle, professional development and productivity-related expenses
- Parental leave top-up program
- Flexible vacation policy
- Company Wellness Day program for extra time to unwind
- Paid Volunteer Time off Program
- Career growth and learning and development opportunities
- An entrepreneurial culture of transparency, collaboration, and innovation
- Access to our employee perk program for discounts at various participating vendors

**Better outcomes, better belonging**
Our team members are unique—like our products and the customer groups that we service. AlayaCare employees bring different strengths, perspectives, and experiences to their roles and to our products that enable better care. We are committed to offering a people-centric culture where all employees belong and feel heard.

Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity, Equity, Inclusion, Belonging, and Accessibility within AlayaCare's policies, total rewards offerings, discussions, learning & development programs, and community partnerships. All qualified applicants will receive equal consideration.