Member Success Representative

Your role as Member Success Representative

Reporting to Alice Brovkin, Manager, Customer Success, as a Member Success Representative, you will play a critical role in delivering a seamless, white-glove experience for our valued members. Your mission is to promptly and effectively address member inquiries, resolve issues with empathy and efficiency, and contribute to initiatives that enhance the overall member experience. This role reflects our commitment to embodying our company values in every interaction and ensuring member satisfaction at the core.

What you’ll be doing: 

• Providing efficient, empathetic, and personalized solutions to members when responding to member inquiries via email, chat, and phone
• Building trust and strong relationships with members through open and proactive communication
• Solving problems both independently and collaboratively, maintaining a calm and professional approach 
• Supporting additional member success initiatives, such as monitoring public app reviews and NPS survey responses
• Sharing valuable member insights with internal teams to enhance product and service offerings

We'd love to hear from you if you have:

• Natural ability to build positive interpersonal relationships
• Exceptional written and spoken proficiency in both French and English
• A keen eye for accuracy and a resourceful approach to problem-solving
• Ability to manage various tasks efficiently while remaining calm under pressure
• Experience working in customer service, communication, sales or any related experience
• Availability for part-time employment (21 hours/week)
• Ability to work both independently and collaboratively
• Familiarity with online collaborative tools such as Slack, an asset
• Experience using customer service help desks, an asset

Available roles:

We are looking to fill the following time slots. In your application, please make sure to indicate your preferred availability. 

• Weekends: Ability to work primarily weekends (8AM - 4PM EST) and a few varied shifts during the week between 8AM - 6PM EST, including occasional additional availability during peak/holiday periods
• Mornings: Ability to work primarily weekday mornings (6AM - 11AM EST) and occasional additional availability during peak/holiday periods
• Evenings: Ability to work primarily weeknights (5PM - 10PM EST) and occasional additional availability during peak/holiday periods

Please note that as we serve customers across Canada, bilingualism is essential for this position. You may be required to communicate in French and English.

• A fully funded benefits plan, including a wellness reimbursement program
• Unlimited access to a variety of Dialogue’s programs for you and your immediate family
• 4 weeks of vacation, 9 wellness days and 1 paid volunteer day
• A hybrid work approach that involves 3 days per week in our beautiful Montreal or Toronto offices
• Access to a custom learning program, including an allocated budget for continuous external training
• Short and long-term incentive plans
• An optional parental benefits program
• Qualifying permanent and part-time employees are eligible for a Group Retirement Savings Program (GRSP) with a matching employer contribution from their first day at Dialogue, in accordance with policy terms

About Dialogue

Dialogue is the #1 virtual care provider in Canada. By developing our Integrated Health Platform🅫, we provide exceptional online health and wellness programs (primary care, mental health, iCBT, EAP, and wellness) to organizations that want to improve the wellness of their employees and families.

When it comes to our work, we set the bar high. Together, we’re transforming health and helping millions improve their well-being. We’re firm believers that great people don’t settle on:

Feel like you can make a difference? Good news, we saved you a seat! 

Come as you are. As a proud equal-opportunity employer, Dialogue is dedicated to creating a diverse and inclusive workplace for everyone. Qualified applicants will be considered regardless of citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. Applicants who require specialized accommodation are encouraged to contact accessibility@dialogue.co.