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About the Role

As a Bilingual Customer Success Specialist, you will be responsible for turning new sign-ups into power users by confidently communicating our value proposition and ensuring every touchpoint is seamless, empathetic, and high-impact. You will architect the customer's first 90 days.

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.

Requirements

• 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.
• Self-organizing, self-driving, and reliable.
• Adaptable to rapid growth and change.
• Knowledge of the healthcare industry, EHR/EMRs, and AI assistants.

Skills

• Customer workflows
• User onboarding
• Knowledge base development
• Customer needs resolution
• Customer support
• Tier II support
• CRM navigation
• Ticketing system navigation
• Verbal communication
• Written communication
• Data analysis
• Analytics

Location

• Remote
• Hybrid

Work Type

• Full-time
• Remote
• Hybrid

Experience Level

• Previous experience in customer support including Tier II support
• Experience in a high-growth start-to-scale environment

Salary/Compensations

• $55,000 - $75,000 a year

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

About the Company

• Tali AI is on a mission to build industry-leading products that solve real-world problems for clinicians today.
• 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.
• Tali is one of Linkedin's Top Startups of 2025
• Tali is part of the renowned Digital Supercluster Project

Equal Opportunity

• 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.