Member Success Representative (Weekends)

Dialogue; Montreal; Remote; CAD 35,000 - 55,000; Part time

Job summary

Join a forward-thinking company as a Member Success Representative, where you'll deliver a seamless experience for valued members. This role emphasizes empathy and efficiency, addressing inquiries and resolving issues while contributing to initiatives that enhance member satisfaction. You'll work primarily on weekends, providing personalized solutions and building strong relationships with members. If you thrive in a collaborative environment and are passionate about customer service, this opportunity is perfect for you. Enjoy a fully remote role with a commitment to well-being and professional growth.

Benefits

Fully funded benefits plan

Wellness reimbursement program

4 weeks of vacation

9 wellness days

1 paid volunteer day

Access to learning programs

Short and long-term incentive plans

Optional parental benefits program

Group Retirement Savings Program (GRSP)

Qualifications

• Ability to build positive relationships with members.
• Exceptional proficiency in French and English required.

Responsibilities

• Provide empathetic solutions to member inquiries via various channels.
• Build trust and relationships through proactive communication.

Skills

Interpersonal Skills

Bilingualism (French and English)

Problem-Solving

Customer Service Experience

Communication Skills

Time Management

Education

Experience in Customer Service or Related Field

Tools

Slack

Customer Service Help Desks

Job description

Your role as Member Success Representative (Weekends)

Reporting to Alice Brovkin, Manager, Customer Success, as a Member Success Representative, you will play a critical role in delivering a seamless, white-glove experience for our valued members. Your mission is to promptly and effectively address member inquiries, resolve issues with empathy and efficiency, and contribute to initiatives that enhance the overall member experience. This role reflects our commitment to embodying our company values in every interaction and ensuring member satisfaction at the core. Please note that this role is fully remote but requires you to be located in Montreal.

What you’ll be doing:

• Providing efficient, empathetic, and personalized solutions to members when responding to member inquiries via email, chat, and phone
• Building trust and strong relationships with members through open and proactive communication
• Solving problems both independently and collaboratively, maintaining a calm and professional approach
• Supporting additional member success initiatives, such as monitoring public app reviews and NPS survey responses
• Sharing valuable member insights with internal teams to enhance product and service offerings

We'd love to hear from you if you have:

• Natural ability to build positive interpersonal relationships
• Exceptional written and spoken proficiency in both French and English
• A keen eye for accuracy and a resourceful approach to problem-solving
• Ability to manage various tasks efficiently while remaining calm under pressure
• Experience working in customer service, communication, sales or any related experience
• Availability for part-time employment (21 hours/week)
• Ability to work both independently and collaboratively
• Familiarity with online collaborative tools such as Slack, an asset
• Experience using customer service help desks, an asset

Availability:

• Weekends: Ability to work primarily weekends (8AM - 4PM EST) and a few varied shifts during the week between 8AM - 6PM EST, including occasional additional availability during peak/holiday periods.

Please note that as we serve customers across Canada, bilingualism is essential for this position. You may be required to communicate in French and English.

At Dialogue, your well-being is our priority

Taking care of others also means taking care of our team. We’ve got you covered! Our full-time employees benefit from:

• A fully funded benefits plan, including a wellness reimbursement program
• Unlimited access to a variety of Dialogue’s programs for you and your immediate family
• 4 weeks of vacation, 9 wellness days and 1 paid volunteer day
• Access to a custom learning program, including an allocated budget for continuous external training
• Short and long-term incentive plans (on applicable roles)
• An optional parental benefits program
• Qualifying permanent and part-time employees are eligible for a Group Retirement Savings Program (GRSP) with a matching employer contribution from their first day at Dialogue, in accordance with policy terms

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] .