Member Success Advocate

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 Advocate

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 operational foundations that enable our team to scale efficiently.

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
• Contribute to the maintenance and improvement of member-facing resources and internal knowledge documentation
• Act as a voice of our members by providing valuable insights into our product, engineering, customer success and medical teams
• Identify recurring member friction points and collaborate on initiatives to improve support processes and service delivery

We'd love to hear from you if you have

• Experience in a customer support, customer success, or service delivery role
• Exceptional written and verbal communication skills in both French and English
• Strong 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

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.

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