Member Success Coordinator

dialogue-en; Montreal (administrative region); Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model (Montreal/Toronto)

Mental health support via Dialogue app

Learning budget & Coursera access

RRSP matching

Job summary

Dialogue is Canada’s leading virtual care provider, seeking a Member Success Coordinator to support members via chat and email, triage requests, and contribute to AI tooling improvements. This 12-month mandate combines strong customer success skills with hands-on AI tools to scale the service.

Reporting to the Senior Manager, Customer Success, you will help maintain high-quality member experiences and collaborate across product, engineering and medical teams.

Qualifications

• Experience in a customer support, customer success, or service delivery role.
• Hands-on experience with Zendesk, including AI features, automations, triggers, or reporting.
• Exceptional written and verbal communication in French and English.

Responsibilities

• Provide empathetic, high-quality support to members through chat and email, ensuring timely and accurate resolution of inquiries.
• Triage and support operational requests or escalations in line with internal workflows and compliance standards.
• Execute on improvements to the AI Agent on our member FAQ chatbot, ensuring responses are up to date and aligned with workflows.
• Identify and flag gaps in AI Agent coverage or quality and implement targeted fixes.
• Maintain and operate agent-facing AI tools in Zendesk.
• Validate AI input sources are structured for effective AI consumption and flag content needing restructuring.
• Act as a voice of our members by providing insights to product, engineering, customer success and medical teams.

Skills

Customer support

Customer success

Service delivery

Bilingual English/French

Written communication

Tools

Zendesk

Job description

About Dialogue

Dialogue is the #1 virtual care provider in Canada. By developing our Integrated Health Platform, we provide exceptional online health and wellness programs (primary care, mental health, iCBT, EAP, and wellness) to organizations that want to improve the wellness of their employees and families.

When it comes to our work, we set the bar high. Together, we’re transforming health and helping millions improve their well-being. We’re firm believers that great people don’t settle on:

• Impact
• Community
• Growth
• Excellence

Feel like you can make a difference? Good news, we saved you a seat!

Come as you are. As a proud equal-opportunity employer, Dialogue is dedicated to creating a diverse and inclusive workplace for everyone. Qualified applicants will be considered regardless of citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. Applicants who require specialized accommodation are encouraged to contact [e-mail].

AI Disclosure Statement

To ensure an efficient and fair review process, we utilize artificial intelligence tools to assist in the initial screening and assessment of applicants for this role.

Recruitment Fraud Notice

Dialogue only contacts candidates through official @dialogue.co email addresses. We never request payment, gift cards, or personal financial information at any stage of hiring, and we never extend an offer without a structured interview process. All open roles are listed exclusively at dialogue.co/en/careers. If you receive a suspicious communication claiming to be from Dialogue, do not respond — report it to [e-mail] and verify the role on our official careers page.

Your role as Member Success Coordinator

Reporting to Alice Brovkin, Senior Manager, Customer Success, you will support a seamless member experience by helping members access care without friction and receive timely, accurate assistance throughout their journey. In this role, you will contribute to both day-to-day support delivery and the AI operational foundations that enable our team to scale efficiently. This is a 12-month mandate designed for someone who is both a strong support practitioner and comfortable working hands-on with AI tools to continuously improve them.

What you'll be doing

• Provide empathetic, high-quality support to members through chat and email, ensuring timely and accurate resolution of inquiries
• Triage and support operational requests or escalations in alignment with internal workflows and compliance standards
• Execute on identified improvements to the AI Agent on our member FAQ chatbot, ensuring responses are accurate, up to date, and aligned with current workflows
• Identify and flag gaps in AI Agent coverage or quality (unresolved queries, low-confidence responses, member friction) and implement targeted fixes
• Maintain and operate agent-facing AI tools in Zendesk (e.g. suggested replies, auto-tagging, intelligent triage), ensuring they function as intended and reflect current best practices
• Validate that AI input sources are structured for effective AI consumption, flagging content that needs restructuring to the relevant owner
• Act as a voice of our members by providing valuable insights into our product, engineering, customer success and medical teams

We'd love to hear from you if you have

• Experience in a customer support, customer success, or service delivery role
• Hands-on experience with Zendesk, including working with AI features, automations, triggers, or reporting
• Comfort working with AI tools (you don't need to be an engineer, but you're curious about how AI works, you notice when it isn't working well, and you take initiative to improve it)
• Exceptional written and verbal communication skills in both French and English
• Strong interpersonal skills with the ability to build positive working relationships
• Highly detail-oriented and resourceful
• Comfortable working within structured processes while exercising sound judgment
• Collaborative mindset and ability to work cross-functionally to resolve issues
• Ability to manage competing priorities in a fast-paced, service-oriented environment

At Dialogue, your well-being is our priority

Taking care of others also means taking care of our team! Depending on your role and employment status, you could have access to the following benefits:

• Access to the Dialogue app and virtual mental health support for you and your family
• Fully funded insurance, a health spending account, dental coverage, and fitness reimbursement
• 4 weeks vacation, 9 wellness days, and 1 volunteer day
• Hybrid work: 3 days/week in our Montreal or Toronto offices, excluding remote roles
• Work abroad up to 4 weeks/year
• Incentive plans, referral bonuses & RRSP matching
• Learning via Coursera, external training budget & mentorship
• Optional parental leave top-up