Bilingual Customer Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Customer Support Specialist based in Canada.

This role sits at the intersection of customer success, technical support, and user onboarding within a fast-growing, AI-driven healthcare technology environment. You will be responsible for guiding new users through their first 90 days, ensuring they quickly experience value and become confident, self-sufficient users of the platform. Acting as a trusted first point of contact, you will combine empathy with strong technical troubleshooting skills to resolve issues and improve the overall customer experience. The role is highly dynamic, requiring the ability to manage multiple priorities in real time while maintaining a high standard of service. You will also play a key role in shaping onboarding workflows and improving user journeys through feedback and cross-functional collaboration. This is a high-impact position where your work directly contributes to improving clinician efficiency and patient care outcomes.

In this role, you will own the end-to-end customer onboarding and support experience, ensuring users achieve early success and sustained value while continuously improving service quality and product usability.

• Lead the onboarding journey for new users, ensuring a smooth transition to first value and strong product adoption within the first 90 days.
• Provide Tier 1 and Tier 2 customer support, diagnosing issues, resolving technical challenges, and ensuring timely follow-up.
• Act as a key advocate for users by identifying friction points and collaborating with Product teams to improve the user experience.
• Maintain and optimize CRM and ticketing systems to ensure efficient queue management and service tracking.
• Deliver clear, empathetic, and educational support that helps users understand both how and why the product works.
• Collaborate closely with Sales, Product, and Marketing teams to ensure alignment on customer needs and feedback loops.
• Contribute insights from customer interactions to inform product improvements, documentation, and onboarding resources.
• Support continuous improvement of knowledge bases, workflows, and customer education materials.

Requirements:

This role requires strong bilingual communication skills, customer-facing experience in technical environments, and the ability to thrive in fast-paced, high-growth settings.

• Fluency in both English and French (written and spoken) is required.
• 2–5+ years of experience in customer support, customer success, or technical support (including Tier 2 support experience preferred).
• Strong ability to troubleshoot technical issues and guide users through complex workflows.
• Experience using CRM and ticketing systems, with the ability to manage and prioritize support queues effectively.
• Excellent communication skills with a strong focus on empathy, clarity, and user education.
• Ability to work independently, stay organized, and manage shifting priorities in a dynamic environment.
• Strong problem-solving mindset with a user-first approach to support and onboarding.
• Comfort working in fast-paced, scaling environments with evolving products and processes.
• Familiarity with healthcare systems, EHR/EMR tools, or AI-based platforms is a strong asset.
• Analytical mindset with an interest in using data to improve customer experience is a plus.

Benefits:

• Competitive annual salary ranging from $55,000 to $75,000.
• Comprehensive health and wellness coverage from day one.
• Flexible remote and hybrid work options with adaptable working hours.
• Generous PTO, including holiday shutdown, birthdays, and additional time off perks.
• Annual $2,000 learning and development budget (“Knowledge Dollars”).
• Quarterly team events and company-wide social activities.
• Opportunity to work in a mission-driven, high-growth healthcare AI environment.
• Exposure to cutting-edge technology improving clinician workflows and patient care.