Your role as Member Success Coordinator

Reporting to Alice Brovkin, Senior Manager, Customer Success, you will support a seamless member experience by helping members access care without friction and receive timely, accurate assistance throughout their journey. In this role, you will contribute to both day-to-day support delivery and the AI operational foundations that enable our team to scale efficiently. This is a 12-month mandate designed for someone who is both a strong support practitioner and comfortable working hands-on with AI tools to continuously improve them.

What you'll be doing

- Provide empathetic, high-quality support to members through chat and email, ensuring timely and accurate resolution of inquiries
- Triage and support operational requests or escalations in alignment with internal workflows and compliance standards
- Execute on identified improvements to the AI Agent on our member FAQ chatbot, ensuring responses are accurate, up to date, and aligned with current workflows
- Identify and flag gaps in AI Agent coverage or quality (unresolved queries, low-confidence responses, member friction) and implement targeted fixes
- Maintain and operate agent-facing AI tools in Zendesk (e.g. suggested replies, auto-tagging, intelligent triage), ensuring they function as intended and reflect current best practices
- Validate that AI input sources are structured for effective AI consumption, flagging content that needs restructuring to the relevant owner
- Act as a voice of our members by providing valuable insights into our product, engineering, customer success and medical teams





We'd love to hear from you if you have

- Experience in a customer support, customer success, or service delivery role
- Hands-on experience with Zendesk, including working with AI features, automations, triggers, or reporting
- Comfort working with AI tools (you don't need to be an engineer, but you're curious about how AI works, you notice when it isn't working well, and you take initiative to improve it)
- Exceptional written and verbal communication skills in both French and English
- Solid interpersonal skills with the ability to build positive working relationships
- Highly detail-oriented and resourceful
- Comfortable working within structured processes while exercising sound judgment
- Collaborative mindset and ability to work cross-functionally to resolve issues
- Ability to manage competing priorities in a fast-paced, service-oriented environment

At Dialogue, your well-being is our priority Taking care of others also means taking care of our team! Depending on your role and employment status, you could have access to the following benefits:

- Access to the Dialogue app and virtual mental health support for you and your family
- Fully funded insurance, a health spending account, dental coverage, and fitness reimbursement
- 4 weeks vacation, 9 wellness days, and 1 volunteer day
- Hybrid work: 3 days/week in our Montreal or Toronto offices, excluding remote roles
- Work abroad up to 4 weeks/year
- Incentive plans, referral bonuses & RRSP matching
- Learning via Coursera, external training budget & mentorship
- Optional parental leave top-up

📌 Member Success Coordinator (Montreal)
🏢 Dialogue
📍 Montreal