Bilingual Customer Support Specialist
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Toronto, ON, Canada
CAD 55k-75k / year
Posted 6+ months ago
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 might be a good fit if ....
- 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
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 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.
Here's what to expect from our recruitment process
- 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
💛 Caring: Actively supporting and empathizing with our people - customers, patients, and colleagues to help them thrive and achieve their goals
Why Join Tali
⚖️ Impact at Scale: What you do here matters. You’ll influence the Tali experience, fueling a team that’s changing how clinicians work and how patients are cared for.
🧰 Technical Excellence: What you build here sets the bar. You’ll work with cutting-edge technology to help shape a truly world-class product.
🚀 Ownership and Growth: What you take on here truly matters. As an early-stage startup, every team member helps shape our technology, culture, and future. Whether you’re a generalist who thrives on variety or a specialist excited to build systems from the ground up, your contributions will be pivotal to what we become.
👷 Build with Purpose and Pride: What you contribute here carries real responsibility. You’ll help build and support systems that handle highly sensitive medical data with care and integrity, earning the trust of clinicians and safeguarding the safety of patients every day.
👏 A Team that Inspires: Collaborate with a talented, driven team that values innovation, humility, and a relentless focus on solving meaningful problems.
Tali Online:
🔗 Tali is one of Linkedin's Top Startups of 2025
🔗 Tali is part of the renowned Digital Supercluster Project
🔗 Check out Tali's CEO, Mahshid Yassaei on Cherry Health's Leaders in Healthcare Podcast
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.
55000 - 75000 CAD a year
The compensation range listed refers to an annual base salary that may vary depending on a candidate's relevant qualifications, knowledge, competencies and work experience, and other factors including market conditions. Base salary is only one aspect of our total rewards package. Be sure to check out a summary of our benefits below.
This job is no longer accepting applications
See open jobs at Tali AI.See open jobs similar to "Bilingual Customer Support Specialist" Work In Tech.
