Customer Experience Specialist (Support)

About AlayaCare: 

AlayaCare is revolutionizing the way home health care is delivered. Our leading cloud-based software allows our clients around the world to manage their employees, scheduling, billing, and enable better delivery of care. We're a fast-growing SaaS company with a team of 650+ team members across Canada, US, Australia, and Brazil. We aim to be the world leader in home health care software solutions. We pride ourselves on our open and transparent culture, our bias for action, and being committed to a workplace where we can be ourselves.  

About the Role:

This role will work within our Customer Success, Support team and will report into the Manager, Transitions Support. As a Customer Experience Specialist within the Transitions Support division, you will have the opportunity to make a positive impact with our customers pertaining to Clinical support tickets.   As a Customer Experience Specialist, you will be responsible for managing and actioning a queue of requests from our customers using AlayaCare's acquired Delta product, with a specialization in clinical workflows. If you’re interested in helping us support the delivery of homecare services, this job is for you. 

This multi-faceted role allows you to: improve your customer facing skills by interacting directly with our partners, work with a high-performing team to solve complex problems, develop your own style for delivering outstanding customer service and demonstrate your claims acumen.

This is a full-time position and our team is ideally seeking candidates located within the Greater Toronto area with a willingness to spend a minimum of 1 day per week in our Toronto office location (Financial District - Yonge and Richmond area). Candidates with relevant experience will be considered in other key locations (Victoria, Montreal, etc.). 

A day in the life: 

• Learning clinical workflows within AlayaCare’s Delta cloud application
• Using your knowledge of clinical workflows to flag urgent blockers for clients
• Managing a queue of requests through Zendesk from our live customers 
• Working independently on troubleshooting and solving complex customer requests 
• Presenting action plans and recommendations to users to resolve their issues 
• Connecting with customers over the phone to discuss and troubleshoot concerns or questions they have regarding the platform 
• Liaising with the Customer Success, Product, QA, and Engineering Team throughout the support process 
• Providing guidance to customers on configuration and process questions 
• Contributing to the development of best practices, methodologies and other intellectual capital aimed at improving the customer experience for our customers 
• Providing inputs that will be used to inform the product development and improvement priorities
• Being a part of the on-call support rotation for after hours 

What you bring to the team:

• A minimum of 2 years of experience in technical support or customer service industry 
• Proven track record of success in technical support or technical client services
• Knowledge and working experience with the following applications: Microsoft Office, Zendesk, JIRA,
  Slack, Video Conferencing Platforms (e.g. Zoom).
• Exceptional problem solving and creative thinking skills 
• Outstanding written and oral communication skills 
• Someone who is empathetic  
• Someone who is creative and curious 
• Desire to work with customers and ability to deal with critical situations 
• Desire to work in a fast-paced environment 
• Experience supporting SAAS applications strongly preferred 
• Healthcare experience is considered a strong asset 
• Bilingual French/English is considered an asset but not required
• Willingness to participate in after hours on-call rotation 
• Willingness to travel to your closest AlayaCare office location for some onsite work/collaboration 

What Makes AlayaCare a Great Place to Work: 

• Our products have a positive impact on the lives of countless care workers and care recipients Equity in a well-funded, high-growth company 
• Work where you feel most engaged and productive with our SuperFlex working models, whether that be at home or in one of our beautiful offices 
• Competitive compensation including equity in a growing, well-funded company
• Comprehensive group benefits program, including telemedicine
• Employee expense program for health, wellness, lifestyle, productivity expenses and more!
• Parental leave top-up plan
• Flexible vacation policy
• Wellness Fridays throughout the summer months for extra time to unwind 
• Paid Volunteer Time off Program
• Career growth and development opportunities
• An entrepreneurial culture of transparency, collaboration, and innovation
• We are recognized as Deloitte's Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit and bold innovation

If this sounds like the perfect job for you, apply today. As well as joining a great culture and a market-leading company, you will be part of a team making a positive difference in the post-acute care market. If this isn’t the job for you, you may know someone who is a perfect fit. Please feel free to share this opportunity. 

If you want to explore AlayaCare further, please visit our website www.alayacare.com. 

Better outcomes, better belonging  

Our team members are unique—like our products and the customer groups that we service. AlayaCare employees bring different strengths, perspectives, and experiences to their roles and to our products that enable better care. We are committed to offering a people-centric culture where all employees belong and feel heard.   

Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity, Equity, Inclusion, Belonging, and Accessibility within AlayaCare's policies, total rewards offerings, discussions, learning & development programs, and community partnerships. All qualified applicants will receive equal consideration.  

If you require accommodation as part of the recruitment and selection process, please reach out to talentacquisitionteam@alayacare.com. Please note, we do not accept unsolicited headhunter or agency resumes.  

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