Bilingual Customer Success Specialist

Tali AI; Toronto; On-site; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Remote and hybrid work options

Comprehensive health and wellness coverage

Competitive PTO and winter shutdown

$2,000 annually in Knowledge Dollars

Quarterly social events

Job summary

Tali AI is looking for a Bilingual Customer Success Specialist in Toronto, Canada. This role focuses on guiding new users through their onboarding journey to ensure they become power users. Key responsibilities include analyzing customer journeys for improvement, providing high-impact support, and collaborating with cross-functional teams. The ideal candidate has robust experience in customer workflows and bilingual communication skills in English and French. The position also offers remote and hybrid work options with comprehensive benefits, including health coverage from day one.

Qualifications

• Deep experience in customer workflows, user onboarding, and knowledge-base development.
• Previous experience in customer support, including Tier II support, in a high-growth startup environment.
• Excellent verbal and written communication skills in English and French; bilingualism in both languages is required.

Responsibilities

• Own the end-to-end onboarding journey for new users to reach first-value quickly.
• Analyze the customer journey, identify friction points, and work with the Product team to improve overall user experience.
• Provide world-class support by explaining the 'why' as well as fixing the 'what'.

Skills

Customer workflows

User onboarding

Bilingual communication (English and French)

Problem solving

Data analysis

Job description

Tali AI is on a mission to build industry‑leading products that solve real‑world problems for clinicians today.

As a Bilingual Customer Success Specialist, you will architect the customer’s first 90 days, turning new sign‑ups into power users and ensuring every touchpoint is seamless, empathetic, and high‑impact.

Key Responsibilities

• Own the end‑to‑end onboarding journey for new users to reach first‑value quickly.
• Analyze the customer journey, identify friction points, and work with the Product team to improve overall user experience.
• Provide world‑class support by explaining the "why" as well as fixing the "what", enabling users to become self‑sufficient.
• Collaborate with cross‑functional teams—including sales, marketing, and product—to address customer needs and concerns.
• Provide insights from customer interactions to contribute to product and service improvements.

Qualifications & Experience

• Deep experience in customer workflows, user onboarding, and knowledge‑base development.
• Previous experience in customer support, including Tier II support, in a high‑growth startup environment.
• Excellent verbal and written communication skills in English and French; bilingualism in both languages is required.
• Self‑organizing, self‑driving, reliable, and able to juggle conflicting priorities with a positive attitude.
• Knowledge of the healthcare industry, EHR/EMR systems, and AI assistants is a plus.
• Comfort with data and analytics is a bonus.

Recruitment Process

• Initial 30‑minute interview.
• Take‑home assessment (2 hours).
• Panel interview with hiring team (60 minutes).
• Interview with a Co‑Founder or Executive Leader (30 minutes).
• Decision stage.

Benefits

• Remote and hybrid work options with flexible hours.
• Comprehensive health and wellness coverage from day one.
• Competitive PTO, including a winter shutdown from December 25 to January 1, birthdays, and company milestones.
• $2,000 annually in Knowledge Dollars to support learning and career growth.
• Quarterly social events and company outings.

Core Values

• Bold – embracing ambitious goals and calculated risks to drive innovation.
• Resourceful – self‑directed problem solving and delivering on commitments.
• Candid – honest, transparent, and open interactions.
• Caring – supporting and empathizing with people, customers, and colleagues.

Company Culture

• Impact at scale – your work influences how clinicians and patients are cared for.
• Technical excellence – building with cutting‑edge technology.
• Ownership and growth – shaping technology, culture, and future.
• Build with purpose and pride – handling sensitive medical data responsibly.
• A team that inspires – collaboration, innovation, and a focus on meaningful problems.

Legal & EEO

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. If you require accommodations at any point throughout the hiring process, please contact People & Culture at [e-mail]. Tali may use artificial intelligence tools to support parts of the hiring process. Final hiring decisions are made by humans. The compensation range listed refers to an annual base salary that may vary and is only one aspect of our total rewards package.