The Role
Own the first 90 days of customer onboarding, helping new users achieve value quickly and become self-sufficient. Provide Tier II customer support, resolve issues, explain product functionality, manage CRM and ticketing queues, identify customer journey friction, develop knowledge resources, and share feedback with Product and cross-functional teams. Strong English and French communication skills are required.
Summary Generated by Built In
Tali AI is on a mission to build industry-leading products that solve real-world problems for clinicians today.
How do we do this? Our AI-powered medical assistant empowers clinicians by removing the administrative burden that pulls them away from patients. When clinicians can focus on care, healthcare becomes more accessible, more human, and more sustainable.
Tali is transforming the industry, serving thousands of clinicians across Canada and the US, accelerating millions of patient encounters annually, saving clinicians more than 10 hours a week. That time goes back to where it matters most, patient care.
As Bilingual Customer Success Specialist, you aren't just solving problems, you are the architect of the customer’s first 90 days. You will be responsible for turning new sign-ups into power users by confidently communicating our value proposition and ensuring every touchpoint is seamless, empathetic, and high-impact.
Our team would love to hear from you if you have deep experience in customer workflows, user onboarding, knowledge base development, and of course, owning the resolution of customer needs and ensuring they have a great experience.
Please note: we are only considering candidates who are bilingual in English and French for this role.
You might be a good fit if ....
- You take the lead on problem solving for customers - you love helping users figure out how to use technology effectively.
- You easily put yourself in the user’s shoes to help them understand how to fit our technology into their work day
- Your perfect day is unplanned: you help whoever needs it most, juggling conflicting priorities and tasks with a smile
- You have previous experience in customer support including Tier II support, and experience in a high-growth start-to-scale environment
- You're able to navigate CRM and ticketing systems effectively, optimizing their capabilities where possible, and ensuring you've got a clean queue
- You have excellent verbal and written communication skills in English and French.
- You are self-organizing, self-driving, and reliable - our customers will be counting on you to help them out of a jam
- Bonus Point: You’re at ease with data and analytics
- Bonus Point: You are adaptable to rapid growth and change - our product is cutting edge, and we’re improving it all the time
- Bonus Point: Knowledge of the healthcare industry, EHR/EMRs, and AI assistants
What you'll do
- Own the onboarding journey for new users, ensuring they reach first-value as quickly as possible.
- Analyze the customer journey to identify friction points and work with the Product team to improve the overall 'look and feel' of the user experience.
- Provide world-class support by not just fixing the 'what,' but explaining the 'why,' helping users become more self-sufficient over time.
- Collaborate with cross-functional teams, including sales, marketing, and product, to address customer needs and concerns.
- Provide insights from customer interactions to contribute to the improvement of products and services.
Here's what to expect from our recruitment process
- Selected candidates will be contacted for an initial 30-minute interview
- Take Home Assessment (2 hours)
- Hiring Team Panel Interview (60 min)
- Interview with a Co-Founder/Executive Leader (30 min)
- Decision Stage
More About Tali AI
Perks and Benefits
All full-time employees enjoy:
- Hybrid work & flexible work hours
- Comprehensive health and wellness coverage from day one
- Competitive PTO, including winter shutdown Dec 25 - Jan 1, birthdays and Taliversaries, and 'extra long' long weekends
- $2000 annually in "Knowledge Dollars" to learn, grow, and level up
- Quarterly socials & company outings that bring our team together beyond the day-to-day
Our Core Values
⚡️ Bold: we embrace ambitious goals, make courageous decisions, and take calculated risks to drive impactful innovation and growth
🧩 Resourceful: we're self-directed problem solvers; navigating obstacles, learning and acquiring new skills and making sound judgement calls. We consistently deliver on commitments while maintaining a high standard of quality and dependability
📣 Candid: Being, honest, transparent, and open in all interactions, fostering a culture of trust and authenticity
💛 Caring: Actively supporting and empathizing with our people - customers, patients, and colleagues to help them thrive and achieve their goals
Why Join Tali
⚖️ Impact at Scale: What you do here matters. You’ll influence the Tali experience, fueling a team that’s changing how clinicians work and how patients are cared for.
🧰 Technical Excellence: What you build here sets the bar. You’ll work with cutting-edge technology to help shape a truly world-class product.
🚀 Ownership and Growth: What you take on here truly matters. As an early-stage startup, every team member helps shape our technology, culture, and future. Whether you’re a generalist who thrives on variety or a specialist excited to build systems from the ground up, your contributions will be pivotal to what we become.
👷 Build with Purpose and Pride: What you contribute here carries real responsibility. You’ll help build and support systems that handle highly sensitive medical data with care and integrity, earning the trust of clinicians and safeguarding the safety of patients every day.
👏 A Team that Inspires: Collaborate with a talented, driven team that values innovation, humility, and a relentless focus on solving meaningful problems.
Tali Online
🔗 Tali is one of Linkedin's Top Startups of 2025
🔗 Tali is part of the renowned Digital Supercluster Project
🔗 Check out Tali's CEO, Mahshid Yassaei on Cherry Health's Leaders in Healthcare Podcast
We thank all applicants for their interest; only those candidates selected for an interview will be contacted. Tali is committed to providing a barrier-free recruitment process for all candidates. Should you require accommodations at any point throughout the hiring process, please contact People & Culture at [email protected].
Skills Required
- Bilingual proficiency in English and French
- Previous customer support experience, including Tier II support
- Experience working in a high-growth, start-to-scale environment
- Ability to navigate and optimize CRM and ticketing systems
- Excellent verbal and written communication skills in English and French
- Self-organized, self-directed, and reliable work style
- Ability to problem-solve customer issues and help users adopt technology
- Comfort with data and analytics
- Adaptability to rapid growth and change
- Knowledge of healthcare, EHR/EMR systems, or AI assistants
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The Company
What We Do
Tali is an artificial intelligence (AI) virtual assistant that helps physicians save time on every patient visit. It uses natural language processing (NLP) and machine learning (ML) to to generate clinical notes, take dictation, understand and respond spoken commands, and get evidence-based answers to medical questions. Tali supports English, French and Spanish and more languages to come very soon. Tali is designed to be very user-friendly for busy physicians. Try Tali for FREE today.
