Customer Experience Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of customer escalations that require experienced judgment, specifically those cases that AI cannot effectively resolve. Cultivate and maintain customer trust during critical interactions.

• Set up AI within Elation's ecosystem (including intents, knowledge bases, and escalation protocols), develop straightforward external automations, and ensure the quality of AI outputs within your area of expertise.

• Generate detailed weekly and monthly reports, engage in roadmap discussions with Product Development teams, and guide Associates in their development and synthesis tasks.

⛳️ Requirements

• 0-4+ years of pertinent experience in Support, Implementation, Customer Success Operations, data analysis, or as an AI/automation enthusiast across any industry.

• A solid portfolio showcasing projects you've developed or delivered: systems engineered for prompts, dashboards, automations — demonstrating tangible results.

• Excellent communication skills when interacting with customers and an ability to build trust.

• Proficient in pattern recognition and synthesis.

• An AI-native mindset. Proactively utilizes AI tools, views ambiguity as part of the process rather than an obstacle, and seeks to learn how to configure and oversee these systems — not just to utilize them.

• A strong aspiration to produce results for our customers, taking full responsibility for the outcomes you influence.

• Curiosity coupled with natural problem-solving abilities.

• A tendency to elevate the standards for your colleagues — instructing others on building and synthesizing, not solely demonstrating it yourself.

🏝️ Benefits

• Elation embraces individuals from diverse backgrounds and life experiences.

• Elation is proud to be an Equal Opportunity Employer and is committed to fostering a diverse and inclusive workplace.

• We are dedicated to providing equal opportunities for all employees and applicants, valuing individuals with varied perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or expression, national origin, disability, or veteran status.

• Elation adheres to all relevant national, state, and local laws regarding employment nondiscrimination as well as compliance with work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA.

• We firmly believe that a robust culture supporting a diverse and inclusive workforce enables us to fulfill Elation’s mission of empowering independent primary care to thrive.