Bilingual Customer Support Specialist

Tali; Toronto; Hybrid; CAD 60,000 - 65,000; Full time

Benefits offered by this job

Hybrid work hours

Health coverage

Paid time off

Knowledge Dollars

Team socials

Job summary

Tali AI is seeking a bilingual English and French customer success role in Toronto, Canada. You will own onboarding, trials, and renewals for clinics, resolving Tier I and II issues across integrations, billing, and account configuration.

You will reproduce issues for engineering and keep customers informed during service disruptions. You will manage CRM and ticketing records, ensure timely follow-ups, and translate technical guidance into practical steps for clinicians.

Qualifications

• Bilingual in English and French with professional proficiency.
• Hands-on Tier I and II troubleshooting experience.
• Ownership of customer issues until resolution.
• Able to translate technical explanations into practical guidance for clinicians.
• Organized using CRM and ticketing systems.
• Experience onboarding, trial conversions, or renewals.

Responsibilities

• Run onboarding and trials for new clinics to achieve first value.
• Resolve Tier I/II issues across integrations, billing, and account setup.
• Reproduce issues and separate configuration problems from bugs for engineering.
• Coordinate internal teams during service disruptions and communicate with customers.
• Drive adoption and renewals across your portfolio.
• Maintain accurate CRM/ticketing records and timely follow-ups.
• Turn recurring friction into product feedback or process changes.

Skills

English-French bilingual

CRM proficiency

Customer support

Troubleshooting

Onboarding

Tools

CRM system

Ticketing system

Job description

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.

We are only considering candidates who are bilingual in English and French for this role.

What you’ll own

• New clinics reaching first value. You’ll run trials and onboarding from setup through activation, so clinics convert because Tali is already working for them.
• Problems fixed in a way that sticks. You’ll resolve Tier I and II issues across integrations, billing, and account configuration in both languages. You’ll explain the “why” along with the fix so customers need less help next time.
• Escalations Engineering can act on. You’ll reproduce issues, separate configuration problems from product bugs, and hand over everything needed to fix them.
• Calm handling of service disruptions. You’ll coordinate internal teams, keep affected customers informed, and contribute to the post‑incident review.
• Adoption and renewals across your portfolio. You’ll notice early when a clinic is drifting and address it well before renewal.
• A queue you’d be comfortable handing to a colleague. Your CRM and ticketing records will be accurate, and your follow‑ups will happen when you said they would.
• Fewer repeat problems. You’ll turn recurring friction into product feedback, better self‑service content, or a process change.

You’ll do well here if you:

• Speak and write professionally in both English and French.
• Have done hands‑on Tier I and II troubleshooting, where you investigated problems yourself and knew when to escape.
• Take ownership of a customer issue until it’s resolved, including when the answer isn’t obvious.
• Can turn a technical answer into plain, practical guidance for a busy clinician.
• Stay organized across a CRM and a ticketing system when priorities compete.
• Use AI tools to handle routine work, and check the output before it reaches a customer.

Nice to haves:

• Experience with healthcare professionals, clinical workflows, EMRs, or AI products.
• Comfort with data, such as spotting trends in where customers get stuck.
• Experience with onboarding, trial conversion, or renewals.
• Experience at a company where the product and processes changed often.

$60,000 - $65,000 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:

• 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 [e-mail].