Customer Success Specialist

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

📋 Description

• Take ownership of the complete onboarding experience for new users, ensuring they achieve first-value as swiftly as possible.

• Examine the customer journey to pinpoint friction points and collaborate with the Product team to enhance the overall 'look and feel' of the user experience.

• Deliver exceptional support by not only addressing the 'what,' but also clarifying the 'why,' enabling users to become more self-sufficient over time.

• Work alongside cross-functional teams, including sales, marketing, and product, to meet customer needs and address concerns.

• Share insights from customer interactions to aid in the enhancement of products and services.

⛳️ Requirements

• You take the initiative in problem-solving for customers - you enjoy assisting users in effectively utilizing technology.

• You can easily empathize with users to help them understand how to integrate our technology into their daily work.

• Your ideal day is spontaneous: you support those who need it most, managing conflicting priorities and tasks with a positive attitude.

• You possess prior experience in customer support, including Tier II support, and have worked in a high-growth start-to-scale environment.

• You can navigate CRM and ticketing systems efficiently, optimizing their functionality where possible, while maintaining a tidy queue.

• You have outstanding verbal and written communication skills in both English and French.

• You are self-organized, self-motivated, and dependable - our customers will rely on you to assist them in tricky situations.

• Bonus Point: You have a comfort level with data and analytics.

• Bonus Point: You are adaptable to rapid growth and change - our product is innovative, and we are continually enhancing it.

• Bonus Point: Familiarity with the healthcare sector, EHR/EMRs, and AI assistants.

• Bonus Point: You are bilingual in English and French.

🏝️ Benefits

• Options for remote and hybrid work along with flexible working hours.

• Comprehensive health and wellness benefits from day one.

• Competitive PTO, which includes a winter shutdown from Dec 25 to Jan 1, birthdays, Taliversaries, and extended long weekends.

• Annual allocation of $2000 in "Knowledge Dollars" for personal development and growth.

• Quarterly team socials and company outings to foster connections beyond daily tasks.