Bilingual Customer Support Specialist

What you’ll own

• New clinics reaching first value. You’ll run trials and onboarding from setup through activation, so clinics convert because Tali is already working for them.

• Problems fixed in a way that sticks. You’ll resolve Tier I and II issues across integrations, billing, and account configuration in both languages. You’ll explain the “why” along with the fix so customers need less help next time.

• Escalations Engineering can act on. You’ll reproduce issues, separate configuration problems from product bugs, and hand over everything needed to fix them.

• Calm handling of service disruptions. You’ll coordinate internal teams, keep affected customers informed, and contribute to the post-incident review.

• Adoption and renewals across your portfolio. You’ll notice early when a clinic is drifting and address it well before renewal.

• A queue you’d be comfortable handing to a colleague. Your CRM and ticketing records will be accurate, and your follow-ups will happen when you said they would.

• Fewer repeat problems. You’ll turn recurring friction into product feedback, better self-service content, or a process change.

You’ll do well here if you:

• Speak and write professionally in both English and French.

• Have done hands-on Tier I and II troubleshooting, where you investigated problems yourself and knew when to escalate.

• Take ownership of a customer issue until it’s resolved, including when the answer isn’t obvious.

• Can turn a technical answer into plain, practical guidance for a busy clinician.

• Stay organized across a CRM and a ticketing system when priorities compete.

• Use AI tools to handle routine work, and check the output before it reaches a customer.

Nice to haves:

• Experience with healthcare professionals, clinical workflows, EMRs, or AI products.

• Comfort with data, such as spotting trends in where customers get stuck.

• Experience with onboarding, trial conversion, or renewals.

• Experience at a company where the product and processes changed often.

• Hybrid work & 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