Bilingual Customer Support Specialist

In this role, you will own the end-to-end customer onboarding and support experience, ensuring users achieve early success and sustained value while continuously improving service quality and product usability.

• Lead the onboarding journey for new users, ensuring a smooth transition to first value and strong product adoption within the first 90 days.
• Provide Tier 1 and Tier 2 customer support, diagnosing issues, resolving technical challenges, and ensuring timely follow-up.
• Act as a key advocate for users by identifying friction points and collaborating with Product teams to improve the user experience.
• Maintain and optimize CRM and ticketing systems to ensure efficient queue management and service tracking.
• Deliver clear, empathetic, and educational support that helps users understand both how and why the product works.
• Collaborate closely with Sales, Product, and Marketing teams to ensure alignment on customer needs and feedback loops.
• Contribute insights from customer interactions to inform product improvements, documentation, and onboarding resources.
• Support continuous improvement of knowledge bases, workflows, and customer education materials.

Requirements:

This role requires strong bilingual communication skills, customer-facing experience in technical environments, and the ability to thrive in fast-paced, high-growth settings.

• Fluency in both English and French (written and spoken) is required.
• 2–5+ years of experience in customer support, customer success, or technical support (including Tier 2 support experience preferred).
• Strong ability to troubleshoot technical issues and guide users through complex workflows.
• Experience using CRM and ticketing systems, with the ability to manage and prioritize support queues effectively.
• Excellent communication skills with a strong focus on empathy, clarity, and user education.
• Ability to work independently, stay organized, and manage shifting priorities in a dynamic environment.
• Strong problem-solving mindset with a user-first approach to support and onboarding.
• Comfort working in fast-paced, scaling environments with evolving products and processes.
• Familiarity with healthcare systems, EHR/EMR tools, or AI-based platforms is a strong asset.
• Analytical mindset with an interest in using data to improve customer experience is a plus.

Benefits:

• Competitive annual salary ranging from $55,000 to $75,000.
• Comprehensive health and wellness coverage from day one.
• Flexible remote and hybrid work options with adaptable working hours.
• Generous PTO, including holiday shutdown, birthdays, and additional time off perks.
• Annual $2,000 learning and development budget (“Knowledge Dollars”).
• Quarterly team events and company-wide social activities.
• Opportunity to work in a mission-driven, high-growth healthcare AI environment.
• Exposure to cutting-edge technology improving clinician workflows and patient care.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

 Why Apply Through Jobgether? 

 

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