Customer Experience Specialist, AlayaCare
Cloud-based home health care software
Be an early applicant
Cloud-based home health care software
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To empower care providers to achieve better health outcomes by delivering transformative technology and data insights to focus on what really matters.
Role
Who you are
- 1+ years of experience in technical support or customer service
- Experience with Microsoft Office, Zendesk, JIRA, Slack, and Zoom
- Strong problem-solving and creative thinking skills
- Excellent written and verbal communication skills
- Ability to empathize with customers and think critically under pressure
- Curious, self-motivated, and adaptable
- SaaS and/or healthcare industry experience considered a strong asset
- Bilingual French/English considered an 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 someone who will be responsible for managing and actioning a queue of requests from our customers around the world. If you’re interested in helping us support the delivery of homecare services, this job is for you
- Manage a queue of requests from live customers through Zendesk
- Troubleshoot and resolve complex customer issues independently
- Present action plans and recommendations to users
- Communicate with customers by phone to troubleshoot platform issues or answer questions
- Monitor enterprise customer escalations, sometimes coordinating with cross-functional teams or client stakeholders
- Support team escalations and contribute to best practices (e.g., next issue avoidance, resolution time reduction)
- Liaise with Customer Success, Product, QA, and Engineering teams throughout the support process
- Provide configuration and process guidance
- Contribute to the development of best practices and tools aimed at improving the customer experience
- Provide input for product development and improvement initiatives
- Participate in an on-call rotation for after-hours support
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
Company
Funding (last 2 of 9 rounds)
Feb 2024
$2.4m
GROWTH EQUITY VC
Jun 2021
$162.1m
SERIES D
Total funding: $258.5m
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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