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About the Role

Tali AI is building industry-leading AI-powered medical assistants to empower clinicians by removing administrative burdens, making healthcare more accessible, human, and sustainable. This role focuses on ensuring new clinics reach value, resolving issues, and driving adoption and renewals.

Responsibilities

Run trials and onboarding from setup through activation for new clinics.
Resolve Tier I and II issues across integrations, billing, and account configuration in both English and French.
Explain the 'why' behind issue resolutions to reduce future support needs.
Reproduce issues, differentiate configuration problems from product bugs, and provide necessary information for escalations.
Coordinate internal teams and inform customers during service disruptions.
Contribute to post-incident reviews.
Monitor and address potential issues with customer adoption and renewals within a portfolio.
Maintain accurate CRM and ticketing records and ensure timely follow-ups.
Transform recurring friction points into product feedback, self-service content, or process improvements.

Requirements

Bilingual in English and French (spoken and written professional proficiency).
Hands-on Tier I and II troubleshooting experience, including independent investigation and knowing when to escalate.
Ability to take ownership of customer issues until resolution, even when solutions are not obvious.
Skill in translating technical information into plain, practical guidance.
Proficiency in managing organization across CRM and ticketing systems amidst competing priorities.
Experience using AI tools for routine work and verifying output.
Experience with healthcare professionals, clinical workflows, EMRs, or AI products (nice to have).
Comfort with data analysis to identify customer friction points (nice to have).
Experience with onboarding, trial conversion, or renewals (nice to have).
Experience in a rapidly changing product and process environment (nice to have).

Skills

Troubleshooting
Customer Support
Onboarding
Issue Resolution
Communication
Organization
CRM Management
Ticketing Systems
AI Tools
Data Analysis

Location

Canada
US

Work Type

Hybrid work
Flexible work hours

Experience Level

Tier I and II troubleshooting experience

Salary/Compensations

$60,000 - $65,000 a year

Benefits

Comprehensive health and wellness coverage from day one
Competitive PTO
Winter shutdown (Dec 25 - Jan 1)
Paid birthdays and Taliversaries
Extra long weekends
$2000 annually in "Knowledge Dollars"
Quarterly socials & company outings

About the Company

Tali AI is building industry-leading products that solve real-world problems for clinicians.
Our AI-powered medical assistant empowers clinicians by removing the administrative burden that pulls them away from patients.
Tali is transforming the industry, serving thousands of clinicians across Canada and the US.
We accelerate millions of patient encounters annually, saving clinicians more than 10 hours a week.
Core Values: Bold, Resourceful, Candid, Caring.
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.