Bilingual Customer Success Specialist

Tali; Toronto; Hybrid; CAD 83,000 - 104,000; Full time

Benefits offered by this job

Remote and hybrid work options

Health and wellness coverage

Competitive PTO

Knowledge Dollars

Team socials and company outings

Job summary

Tali is seeking a bilingual Customer Success Specialist in Toronto to lead onboarding and turn new sign-ups into power users with confident communication of our value proposition.

You will analyze the customer journey, collaborate with product, sales, and marketing to reduce friction, and ensure every touchpoint is seamless, empathetic, and high-impact.

Qualifications

• Bilingual in English and French is required.
• Experience with customer workflows and onboarding.
• Ability to own the resolution of customer needs.
• Experience building or maintaining knowledge bases.

Responsibilities

• Own the onboarding journey for new users and reach first value quickly.
• Analyze the customer journey and work with Product to reduce friction.
• Provide world‑class support by explaining the why, not just the fix.
• Collaborate with Sales, Marketing, and Product to address customer needs.
• Provide insights from interactions to improve products and services.

Skills

Bilingual English/French

Customer success

User onboarding

Knowledge base development

CRM

Ticketing systems

Data analytics

Tools

CRM

Ticketing systems

Analytics tools

Job description

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

$60,000 - $75,000 a year

The compensation range listed refers to an annual base salary that may vary depending on a candidate's relevant qualifications, knowledge, competencies and work experience, and other factors including market conditions. Base salary is only one aspect of our total rewards package. Be sure to check out a summary of our benefits below.

More About Tali AI

Perks and Benefits

All full-time employees enjoy:

• Remote and hybrid work options & 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 dependence

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 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 [e-mail].