Elation Health
·Artificial Intelligence
Customer Experience Engineer
About this role
Join Elation Health to transform customer support through AI-driven solutions. You'll own complex escalations, build AI quality systems, and synthesize customer insights that shape Product and Engineering roadmaps. This role combines technical problem-solving with empathy to reshape how healthcare technology serves physicians and patients.
Must have
1-5+ years in Engineering, data analytics, or AI/automation, or CS degree with customer-facing experience
Comfortable writing scripts and experimenting with code in Python, SQL, or JavaScript
Portfolio of shipped projects: prompt-engineered systems, dashboards, or automations with measurable outcomes
Strong customer-facing communication and trust-building skills
Pattern recognition and synthesis ability
AI-native mindset: reaches for AI tools first and wants to configure and supervise systems
High ownership over customer outcomes and results
Technologies
Responsibilities
Synthesize and share customer insights in weekly and monthly reports for Product and Engineering
Own complex customer escalations requiring seasoned judgment that AI cannot safely close
Configure AI within Elation's stack including intents, knowledge sources, and escalation rules
Build lightweight external automations and scripts to improve support operations
Own AI output quality in your domain and mentor teammates on AI workflows
Deliver solutions that reduce case volume by 10% or eliminate recurring issue categories
Identify and close documentation gaps to improve accuracy and reduce repeat questions
Benefits
Recruitment process
Role is based in Canada and fully remote
Salary range is $70,000 - $95,000 CAD
Company builds SaaS cloud-based clinical platform for independent primary care
Team focused on enhancing physician and patient quality of life
AI will handle routine cases over next 6-9 months, expanding human role to product intelligence
Hires for judgment, taste, and curiosity rather than process adherence
Equal Opportunity Employer committed to diverse and inclusive workforce
Application requires cover letter with 2-3 shipped projects and story about changing a decision
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