About AlayaCare:
At AlayaCare, we’re revolutionizing the way that home healthcare is delivered. Our leading cloud-based software allows our customers around the world to manage their employees, scheduling, billing, and enable better delivery of care. We're a fast-growing SaaS company with a team of 550+ team members across Canada, US, Australia, and Brazil. We aim to be the world leader in home healthcare software solutions as we empower providers to deliver better health outcomes to their patients and clients. We pride ourselves on our open and transparent culture, our bias for action, and being committed to a workplace where we can be ourselves.
About the role:
As a Customer Experience Specialist, you will have the opportunity to make a positive impact with our customers daily. This multi-faceted role allows you to improve your customer facing skills by interacting directly with our
partners, work with a high-performing team to solve complex problems and develop your own style for delivering outstanding customer service. We are looking for a Customer Experience Specialist who will be responsible for owning and actioning a queue of requests from our customers all over the world. If you’re interested in helping us support the delivery of homecare services, this job is for you.
A day in the life:
Manage customer requests through ZenDesk, triaging and solving issues independently
Deliver tailored action plans and recommendations to resolve user issues
Communicate directly with customers via phone or email to troubleshoot platform concerns
Monitor enterprise customer escalations and health, including at times meeting with cross-functional internal teams or key stakeholders from the enterprise organization to resolve ongoing issues
Support your team on customer escalations and guide your team on best practices such as next issue avoidance, decreasing average resolution time, impacting customer satisfaction, and providing other customer guidance on available offerings and tools
Guide customers on platform configuration and process usage
Participate in our on-call support rotation to ensure 24/7 service coverage
Contribute to support knowledge base, customer experience improvements, and product feedback
What you bring to the team:
Bachelor's Degree in Business, Science, Engineering, or Public Health
2+ years of experience in technical support or customer service
Proven success in a SaaS or technical support environment
Familiarity with Zendesk, JIRA, Microsoft Office, Slack, and Zoom
Excellent communication and problem-solving skills
Empathetic, customer-first mindset with curiosity and a desire to learn
Ability to thrive in a fast-paced, collaborative environment
Experience supporting SaaS applications and/or a background in healthcare is an asset
Bilingualism in French and English is a strong asset
Location and travel requirements:
AlayaCare supports a flexible hybrid working model, expecting that our employees have a regular in-office presence at their closest office location while offering flexibility for some remote work. Our team encourages in-person collaboration and with this, the preferred candidate be located within the Greater Toronto Area and be willing to come into the office at least twice per week.
What Makes AlayaCare a Great Place to Work:
Our products have a positive impact on the lives of countless care workers and care recipients
Our company has been recognized by the Globe and Mail as one of Canada’s Top Growing Companies and as a recipient of Deloitte's Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit and bold innovation
Equity in a well-funded, high-growth company
Hybrid working models with beautiful and creative office spaces to enjoy in prime locations
Virtual and onsite social events for employees centered around collaboration, learning, and fun, including DEIBA committee events, volunteer events, fireside chats, catered team lunches, celebrations, and team
building activities
Comprehensive group benefits program, including telemedicine
Employee expense program for health, wellness, lifestyle, professional development and productivity-related expenses
Parental leave top-up program
Flexible vacation policy
Company Wellness Day program for extra time to unwind
Paid Volunteer Time off Program
Career growth and learning and development opportunities
An entrepreneurial culture of transparency, collaboration, and innovation
Access to our employee perk program for discounts at various participating vendors
If this sounds like the perfect job for you, apply today. As well as joining a great culture and a market-leading company, you will be part of a team making a positive difference in the post-acute care market. If this isn’t the job for you, you may know someone who is a perfect fit. Please feel free to share this opportunity.
If you want to explore AlayaCare further, please visit our website www.alayacare.com.
Better outcomes, better belonging
Our team members are unique—like our products and the customer groups that we service. AlayaCare employees bring different strengths, perspectives, and experiences to their roles and to our products that enable better care. We are committed to offering a people-centric culture where all employees belong and feel heard.
Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity, Equity, Inclusion, Belonging, and Accessibility within AlayaCare's policies, total rewards offerings, discussions, learning & development programs, and community partnerships. All qualified applicants will receive equal consideration.
If you require accommodation as part of the recruitment and selection process, please reach out to talentacquisitionteam@alayacare.com. Please note, we do not accept unsolicited headhunter or agency resumes.
