Bilingual Customer Support Specialist

Lumen Dynamics 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. As Bilingual Customer Success Specialist , you aren't just solving problems, you are the architect of the customer’s first 90 days. You will be responsible for turning new sign-ups into power users by confidently communicating our value proposition and ensuring every touchpoint is seamless, empathetic, and high-impact. Our team would love to hear from you if you have deep experience in customer workflows, user onboarding, knowledge base development, and of course, owning the resolution of customer needs and ensuring they have a great experience. Please note: we are only considering candidates who are bilingual in English and French for this role. You might be a good fit if .... You take the lead on problem solving for customers - you love helping users figure out how to use technology effectively. You easily put yourself in the user’s shoes to help them understand how to fit our technology into their work day Your perfect day is unplanned: you help whoever needs it most, juggling conflicting priorities and tasks with a smile You have previous experience in customer support including Tier II support, and experience in a high-growth start-to-scale environment You're able to navigate CRM and ticketing systems effectively, optimizing their capabilities where possible, and ensuring you've got a clean queue You have excellent verbal and written communication skills in English and French. You are self-organizing, self-driving, and reliable - our customers will be counting on you to help them out of a jam Bonus Point: You’re at ease with data and analytics Bonus Point: You are adaptable to rapid growth and change - our product is cutting edge, and we’re improving it all the time Bonus Point: Knowledge of the healthcare industry, EHR/EMRs, and AI assistants What you'll do Own the end-to-end onboarding journey for new users, ensuring they reach first-value as quickly as possible. Analyze the customer journey to identify friction points and work with the Product team to improve the overall 'look and feel' of the user experience. Provide world-class support by not just fixing the 'what,' but explaining the 'why,' helping users become more self-sufficient over time. Collaborate with cross-functional teams, including sales, marketing, and product, to address customer needs and concerns. Provide insights from customer interactions to contribute to the improvement of products and services. Here's what to expect from our recruitment process Selected candidates will be contacted for an initial 30-minute interview Take Home Assessment (2 hours) Hiring Team Panel Interview (60 min) Interview with a Co-Founder/Executive Leader (30 min) Decision Stage More About Lumen Dynamics Perks and Benefits All full-time employees enjoy: Remote and hybrid work options & 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 contrib