Customer Experience Specialist (Contract)

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 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.

This will be a 15 month temporary full-time position. 

A Day in the Life:

• 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.

What You Bring to the Team:

• 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.

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 location for this position would be within the Greater Toronto or Montreal Area. 

What Makes AlayaCare a Great Place to Work:

• Recognized as one of Canada’s Top Growing Companies and a Deloitte Technology Fast 50™ awardee.
• Hybrid working model with modern office spaces.
• Virtual and in-person social events to foster collaboration and fun.
• Comprehensive group benefits including telemedicine.
• Employee wellness, lifestyle, and development expense program.
• Flexible vacation and Wellness Days.
• Paid Volunteer Time Off.
• Career growth and learning opportunities.
• Transparent, collaborative, and innovative culture.

If this sounds like the perfect job for you, apply today. If not, feel free to share this opportunity with someone who might be a great fit!

Visit www.alayacare.com to learn more.