Customer Experience Specialist, AlayaCare

Salary not provided

+ Equity

Zendesk

JIRA

Slack

Zoom

Junior and Mid level

Toronto

More information about location

2+ days a week in office

Cloud-based home health care software

Posted today

Cloud-based home health care software

501-1000 employees

HealthcareB2BArtificial IntelligenceSaaSCloud ComputingMedTech

Posted today

Salary not provided

+ Equity

Zendesk

JIRA

Slack

Zoom

Junior and Mid level

Toronto

More information about location

2+ days a week in office

501-1000 employees

HealthcareB2BArtificial IntelligenceSaaSCloud ComputingMedTech

Company mission

To empower care providers to achieve better health outcomes by delivering transformative technology and data insights to focus on what really matters.

Job

Company

Role

Who you are

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

What the job involves

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
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

Our take

The home healthcare market is growing due to the ageing population, a global shortage of care workers and a shift to value-based reimbursement. AlayaCare's end-to-end software platform for care providers allows staff to manage the entire client lifecycle, from referrals and intake to billing and payroll. It helps back-office processes run more efficiently, allowing staff to focus on outcomes instead of paperwork.

AlayaCare's platform aims to deliver better patient outcomes and lower costs for providers, reducing both client intake times and resubmissions. This approach has earned the company a large client base of hundreds of home care and assistance firms including Nurse Next Door, Home Instead and Bayada Home Health Care.

The company was not immune to the general downturn in the tech sector in 2022, and slowed growth as a result. That said, AlayaCare made a series of moves towards a more sustainable business model which have seen it come out the other side in a good position. It has now raised additional support to integrate AI into its health record platform.

Freddie

Company Specialist at Welcome to the Jungle

Insights

-12% employee growth in 12 months

Glassdoor (3.6)

Company

Funding (last 2 of 9 rounds)

Feb 2024

$2.4m

GROWTH EQUITY VC

Jun 2021

$164.7m

SERIES D

Total funding: $262.3m

Company benefits

Open and Transparent Culture
Health and Wellness Activities
Health Benefits Package
Flexible Vacation Policy
Around the clock healthy snacks
Happy Hours and Team Outings
Employee Growth & Development
Prime Office Locations

Company HQ

Le Plateau-Mont-Royal, Montreal, QC

Leadership

Adrian Schauer

(CEO)

Serial technology entrepreneur and active Angel Investor. Sits on the boards of several companies including Chipcare, TrackTik and Resolver. Co-founder of the charitable organization Madiro Fund.

Salary benchmarks

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