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Role Description

As a Customer Experience Specialist, you will have the opportunity to make a positive impact with our customers every day. This multi-faceted role allows you to build strong 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.

• Manage a queue of requests from live customers through Zendesk
• Independently troubleshoot and resolve complex customer requests
• Present clear action plans and recommendations to help users resolve their issues
• Connect with customers over the phone to discuss and troubleshoot questions or concerns about the platform
• Monitor enterprise customer escalations and overall customer health, including meeting with internal cross-functional teams or key stakeholders from enterprise customers when needed
• Support your teammates on customer escalations and share best practices to reduce resolution time, drive customer satisfaction, and anticipate future issues
• Partner closely with Customer Success, Product, QA, and Engineering throughout the support process
• Provide guidance to customers on configuration options and process-related questions
• Contribute to best practices, methodologies, and other materials aimed at improving the customer experience
• Provide feedback and insights that help inform product development and improvement priorities
• Participate in the on-call rotation for after-hours support as required

Qualifications

• Minimum of 2 years of experience in technical support or customer service in a software or SaaS environment
• Proven track record of success in technical support or technical client services
• Comfort working with tools such as Microsoft Office, Zendesk, JIRA, Confluence, Slack, and AI products/tools
• Exceptional problem-solving skills and a creative, curious mindset
• Strong written and verbal communication skills
• Ability to empathize with customers and remain calm and effective in critical situations
• Desire to work directly with customers and passion for providing an exceptional experience
• Comfortable working in a fast-paced, evolving environment
• Experience supporting SaaS applications strongly preferred
• Experience in healthcare or home and community care considered an asset
• Bilingualism in French and English considered an asset
• Bachelor’s degree in a related field (such as Health Informatics, Science, Business, Humanities, Engineering, or similar) is preferred

Benefits

• Equity in a well-funded, scaling company
• Comprehensive health benefits, telemedicine, and lifestyle spending accounts
• Parental leave top-up and family support programs
• Inclusive by Design: We celebrate diverse perspectives and foster belonging through our DEIB initiatives

Location and Work Model

This role is remote within the United States but may require occasional travel to visit offices in Canada. At AlayaCare, many of our roles follow a hybrid model with set in-office collaboration days, and we value in-person connection where possible to foster innovation, learning, and teamwork. For this position, you will primarily work remotely while collaborating closely with colleagues and customers across multiple time zones.

Ready to Join Us?

Apply today and be part of a company that makes a real difference in the future of home and community care. Not the right role for you? Share this posting with someone who might be a great fit.

AlayaCare uses AI tools during our hiring process to support fair, consistent, and objective decision-making. Some initial screening steps may be automated to help identify qualified candidates. If your application is declined automatically, you may request a human review.

We’re committed to creating a workplace where everyone belongs. If you require accommodation during the application process, please reach out to talentacquisitionteam@alayacare.com.