Bilingual Customer Support Specialist

📋 Description

• • Own the end-to-end customer journey for thousands of clinicians across Canada and the US who rely on Tali’s AI-powered medical scribe every day. You will be the first point of contact for English- and French-speaking users, translating complex technical workflows into clear, empathetic guidance that lets doctors spend more time with patients and less time on paperwork.
• • Provide Tier II support across email, chat, phone, and in-app messaging, achieving industry-leading first-contact-resolution rates. You will triage, diagnose, and resolve everything from password resets to intricate EHR integration issues, escalating only when a fix requires engineering or compliance review.
• • Become the voice of the customer inside Tali. By tagging, trending, and quantifying every interaction, you will feed real-time insights to Product, Engineering, and Sales so the roadmap reflects what frontline clinicians actually need. Your weekly digest will directly influence sprint priorities and feature roll-outs.
• • Design and deliver scalable onboarding programs for new clinics, hospitals, and telehealth platforms. You will host live training sessions, record bite-sized video tutorials, and author French and English knowledge-base articles that reduce time-to-value from days to hours.
• • Build and maintain a living CRM database (Salesforce or similar) that tracks customer health, renewal risk, and expansion opportunities. Your dashboards will power QBRs and help Customer Success Managers prove ROI to C-suite buyers.
• • Champion continuous improvement. When you spot a recurring pain point—say, a confusing UI label or a laggy voice-transcription model—you will write a crisp bug ticket, propose a help-center workaround, and follow through until the fix ships.
• • Collaborate cross-functionally with Sales to close upsell opportunities, with Marketing to craft case studies, and with Compliance to ensure every interaction meets HIPAA, PIPEDA, and provincial health-data standards.
• • Thrive in a fast-moving, remote-first scale-up where priorities can shift overnight. You will juggle competing demands with calm professionalism, turning chaos into clarity for customers and teammates alike.
• • Contribute to a culture of radical candor and caring. Whether you are mentoring a new hire or debating the best French translation for “SOAP note,” you will speak up, listen actively, and celebrate wins loudly.
• • Measure what matters: CSAT ≥ 90 %, average response time < 2 hours, ticket backlog aging < 24 hours, and onboarding NPS ≥ 60. Your quarterly OKRs will be ambitious, transparent, and tied to Tali’s mission of giving clinicians back 27 years of time every year.