Customer Implementation & Success Specialist - US market

About us

Talkie builds AI Voice Agents for healthcare. Our technology handles patient-clinic communication end-to-end across voice, web chat, and SMS - so that patients get access to care 24/7 and busy practices never miss a conversation.

Who uses Talkie?

Every month Talkie AI Agents engage in nearly a million phone conversations with patients. Our technology is used by primary, acute care and specialty practices as well as private and public hospitals. Within the customer organisations we work closely with Practice Managers, clinic Owners, Call Center Managers and Agents as well as Receptionists.

Who are we looking for?

We’re looking to hire a Customer Implementation & Success Specialist to onboard AI Agents in medical practices and provide ongoing support for our US customers. The ideal candidate has at least one year of experience in customer-facing roles, preferably in contact centers or patient services in healthcare. This role requires shifted hours to align with the US market: 2pm - 10pm, with a possibility of Friday hours being 12pm - 8pm.

The role focuses on the following key responsibilities

• Configuring and deploying customer-ready Voice AI Agents (LLM technology).
• Providing ongoing post-implementation support.
• Monitoring and analyzing the performance of deployed Agents to ensure continuous optimization.

Your typical week might include

• Collaborating with clients to gather necessary information for successful implementation, while managing timelines and project coordination.
• Configuring and deploying customer-ready Voice AI Agents on the Talkie platform, ensuring smooth and efficient integration.
• Providing ongoing post-implementation support to ensure optimal performance of deployed Agents.
• Analyzing production calls and evaluating Agent performance to continuously improve efficiency.
• Preparing reports, data, and performance statistics to track the effectiveness of our AI Agents.
• Assisting in the creation of onboarding materials to ensure a seamless experience for new customers.
• Testing and contributing to the development of new features, skills, and automated processes.
• Working cross-functionally with internal teams to drive innovation and improve customer outcomes.

Job requirements

You will love this job if…

• You have experience working with customers (at least one year).
• You are passionate about AI and how it can help patients access healthcare.
• You are able to be empathetic and put yourself in the user's shoes.
• You value and practice clear, timely and direct communication.
• You enjoy creating order out of chaos, optimizing and streamlining.
• You are not afraid to take the initiative, value independence and the ability to shape your environment.
• You like to know how something works and have a constant thirst for knowledge.
• You value a good team atmosphere.
• You speak English at a minimum C1 level.

What do we offer?

• Competitive pay with benefits: employment contract or B2B co-operation
• A role with a purpose - we are revolutionising patient access to healthcare in the US
• Working with cutting edge, AI-based technology, which is useful and friendly to the customers
• Flexible working arrangements - remote / office or hybrid
• Setup for both office and home, including a comfy chair.
• Benefits, including: private medical care, a Multisport card, annual offsite, training budget.
• A structured onboarding process to help you find your feet in the new environment.
• Mentoring and support in getting to know all these fascinating areas of AI and conversation design.

What are we like as a company - are we a good match for you?

We are friendly, approachable, direct and driven by curiosity and ambition. We value a growth mindset and see failure as a learning opportunity. Our culture is built on inquiry and critical thinking, where asking questions is encouraged, and thorough investigation is standard. We’re proactive problem-solvers who don’t shy away from challenges-when something’s broken, we acknowledge it, propose solutions, and actively work to fix it, continuously improving our environment and outcomes. And yes - we love to have fun too, dancing till early hours or karaoke … we’ve got a long tradition of good times at Talkie!

Our Recruitment Process

Reflecting our organisational culture, our recruitment process is respectful and collaborative. We aim to create a welcoming environment where you can be yourself and get to know us better. The entire process typically takes 2-4 weeks per candidate.

What to Expect

• Initial Contact: If your application meets our criteria, we will reach out via email or phone to schedule an interview.
• Phone screening: We will talk on the phone for 10-15 minutes.
• First Interview (online): We will meet for 45-60 min to assess your fit for the role.
• Second Interview (online): We will meet online for a short Case Study for 60-90 min.
• Reference check: We will ask you for a list of references and give them a ring.
• Offer: We will make an offer or let you know our feedback based on the interviews, case and references.