Customer Experience Specialist

About the role

This is a customer‑facing, early‑career role that supports customer success, implementation, and project delivery. You will work closely with senior Customer Experience Managers to support customer implementations, assist with projects, and build strong relationships that drive adoption and long‑term customer success. This role is ideal for professionals in Home & Community Care or Long‑Term Care who are looking for a career change—leveraging their industry knowledge in a customer‑facing role with room to grow.

Important: To be considered, you must have direct experience working in Home & Community Care or Long‑Term Care. Candidates without this experience will not be considered.

• Support the care provider organization’s end‑to‑end experience, contributing to adoption and renewal outcomes.
• Assist with Gold Care rollouts, implementations, and customer initiatives under the guidance of senior CX team members.
• Deliver professional services such as system training and guidance on configuring Gold Care to customer workflows.
• Capture care provider and care worker feedback and help translate it into actionable insights for the product team.
• Build and maintain positive relationships with customer stakeholders through regular engagement and follow‑up.
• Partner with Customer Support to help resolve customer issues, escalating complex situations as needed.

Experience

• 3–5 years of experience in a customer‑facing role (support, services, coordination, implementation, or operations) within Home & Community Care or Long‑Term Care.
• Healthcare industry experience is required.
• Exposure to Gold Care or similar healthcare information management systems is an asset.
• Comfortable using Microsoft Office and customer support tools (e.g., Team Support or similar).
• Bachelor’s degree or equivalent practical experience.
• Project management training or coursework is an asset, but not required.

Knowledge & competencies

• High accountability and reliability—able to deliver in shifting priorities.
• High trust—do the right thing for customers without cutting corners.
• Quick learner and analytical thinker—able to absorb complex systems rapidly.
• Highly organized planner—able to prioritize and drive outcomes.
• Robust problem-solver—resourceful, creative, solutions-oriented.
• Proactive—anticipates customer needs and acts without waiting for direction.

Travel varies based on customer needs and project timelines. Expect up to ~30% travel within Canada, sometimes on short notice. Travel may include onsite customer visits, occasional trips to the Waterloo, Ontario office, and industry conferences.

Base salary range: $50-70,000 CAD. This role also participates in an incentive plan tied to services/upsell outcomes. In addition to base salary, we offer a comprehensive total rewards package that may include health and wellness benefits, paid time off, learning and development opportunities, and other employee programs.