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:

• Impact
• Community
• Growth
• Excellence

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.

Your role as Member Success Representative

Reporting to Alice Brovkin, Senior Manager, Customer Success, 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
• 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, or any related experience
• Availability for part-time employment (21 hours/week)
• Ability to work both independently and collaboratively
• Experience using customer service help desks such as Zendesk, an asset
• Familiarity with online collaborative tools such as Slack, an asset
  
  

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

Available roles:

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

• Weekend mornings: Ability to work primarily weekends (8AM - 4:30PM EST) and 1-2 shifts during weeknights (between 3PM - 10PM EST), including occasional additional availability during peak/holiday periods
• Weekend afternoons: Ability to work primarily weekends (2:30PM - 10PM EST) and 2-3 shifts during weeknights (between 3PM - 10PM EST), including occasional additional availability during peak/holiday periods

Please note that during your first 1-2 months, some weekday availability between 9 AM and 5 PM EST may be requested to support onboarding, training, and collaboration with team members. This initial overlap is intended to help ensure a smooth and connected onboarding experience. Following this period, you will transition to your regular schedule.

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