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 whiteglove 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. Please note that this role is fully remote but requires you to be located in Montreal.

What youll 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

Wed 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 problemsolving
• Ability to manage various tasks efficiently while remaining calm under pressure
• Experience working in customer service communication sales or any related experience
• Availability for parttime 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
• Evenings:Ability to work primarily week nights 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 Dialogues programs for you and your immediate family
• 4 weeks of vacation 9 wellness days and 1 paid volunteer day
• Access to a custom learning program including an allocated budget for continuous external training
• Short and longterm incentive plans (on applicable roles)
• An optional parental benefits program
• Qualifying permanent and parttime 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 were transforming health and helping millions improve their wellbeing. Were firm believers that great people dont settle on:

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

Come as you are. As a proud equalopportunity 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 .