Customer Success Representative

Physicians, the backbone of our healthcare system, have long been burdened by excessive administrative tasks and documentation requirements compounded by EMR regulations resulting in the widespread issue of physician burnout. The toll of spending 10-15 hours per week on these tasks has led to a concerning trend known as the "great resignation of healthcare," with doctors leaving their positions due to overwhelming stress and exhaustion.

Tali AI is dedicated to tackling the issue of physician burnout through the development of a voice-enabled virtual assistant designed specifically for physicians. Our innovative AI assistant streamlines their professional lives by significantly minimizing the time spent on documentation and administrative tasks.

Tali AI is looking for a champion of the customer experience to come on board as a Customer Success Representative. If you’re an all star at building and nurturing relationships, understand the importance of the customer experience and want to make a difference in healthcare, this role might be the right move for you.

This role will be working a 11:00am ET to 7:00pm ET shift (or 8:00am PT to 4:00pm PT).

Who You Are:

• You love helping people figure how to use technology effectively - our users are busy, and need someone to help them figure out 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 a customer-facing role; retail sales experience an asset
• You have excellent verbal and written communication skills in English; having a second language is an asset
• You’re at ease with data and analytics
• You are self-organizing, self-driving, and reliable - our customers will be counting on you to help them out of a jam
• You are able to and enjoy to work in a respectful, transparent, and collaborative way
• You are adaptable to rapid growth and change - our product is cutting edge, and we’re improving it all the time
• Knowledge of the healthcare industry an asset
• Familiarity with CRM software and ticketing systems is an asset

What You’ll Do:

• Respond to customer inquiries and provide accurate information about products, services, and policies.
• Assist customers via email, chat, phone, and other communication channels in a professional and friendly manner.
• Ensure timely and effective resolution of customer issues, striving for first-contact resolution whenever possible.
• Identify and analyze customer needs to offer appropriate solutions or escalate issues to the relevant department.
• Troubleshoot and resolve technical issues, guiding customers through step-by-step solutions.
• Maintain comprehensive and accurate records of customer interactions, transactions, comments, and complaints.
• Document and report recurring issues to the appropriate teams for continuous improvement.
• Stay updated on product features, updates, and changes to provide accurate information to customers.
• Contribute to the development of customer support materials, including FAQs and knowledge base articles.
• Proactively gather customer feedback to identify areas for improvement and contribute to the enhancement of customer experience.
• Work towards achieving high levels of customer satisfaction and loyalty.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to address customer needs and concerns.
• Provide insights from customer interactions to contribute to the improvement of products and services.

Our core values:

• Growth: we have a growth mindset; we want to learn and improve a little (or a lot!) every day.
• Purpose: we care about our team and our community; we understand the purpose of our work and take it seriously.
• Innovation: we're all about innovation and cutting edge technology; we don't shy away from a challenge.

Perks and Benefits:

• Comprehensive health and wellness benefits package from day one
• Competitive vacation and company-wide holiday between Dec 25 - Jan 1
• Flex hours and half day Fridays (35-hour work week)
• Learning & development support
• Quarterly socials & company outings
• Fully remote work

Recruitment Process

Here’s what to expect from the recruitment process:

• Selected candidates will be contacted for an initial 30-minute interview
• Hiring Manager Interview
• Interview with a Co-Founder/Executive Leader
• Decision Stage

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. Should you require accommodations at any point throughout the hiring process, please contact the Human Resources team at people@tali.ai.

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