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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 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 where possible, 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 support
- Tier II support
- CRM navigation
- Ticketing systems
- Verbal and written communication skills in English and French
- Data and analytics
- Adaptability
- Healthcare industry knowledge
- EHR/EMR knowledge
- AI assistant knowledge
Location
- Remote
- Hybrid
Work Type
- Remote
- Hybrid
- Full-time
Experience Level
- Previous experience in customer support including Tier II support
- Experience in a high-growth start-to-scale environment
Salary/Compensations
- $60,000 - $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.