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Manage Tier 2 client escalations and complex technical issues to ensure platform stability and client satisfaction. Build relationships with plan administrators and provide training to drive platform adoption and smooth onboarding.
Requires 2+ years of experience in client support or benefits administration within a SaaS or software environment. Must possess strong communication skills, technical literacy, and the ability to handle complex data troubleshooting.
TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.
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Client Service Analyst I (Bilingual)
Location: Remote (Canada)
Job Function: Retirement and Benefits Solutions
Status: Permanent full-time
Join our Team and What We'll Accomplish Together
TELUS Health is scaling its digital benefits platform to support a wave of new client implementations this summer. To maintain exceptional service quality during this high-visibility expansion, our Client Support team is hiring a Client Service Analyst.
As a trusted advisor and escalation point, you will blend technical troubleshooting with relationship management to ensure smooth onboarding and platform adoption. Your expertise will directly drive client satisfaction, operational stability, and ecosystem growth.
What You'll Do
Manage escalations from Tier 1 and handle complex application, data, and configuration issues for plan administrators
Own the Tier 2 shared email inbox and respond to client escalations with SLA compliance during normal and peak periods
Build and maintain client relationships with plan administrators — understand their unique needs, proactively address concerns, and drive platform adoption
Provide training and presentations to clients on platform features, best practices, plan configuration, and process improvements (growing responsibility as the role evolves)
Support client implementation, configuration, and go-live activities to ensure smooth onboarding and a strong start
Troubleshoot complex technical and data issues using PowerFlex, Ariel View, and SQL to diagnose root causes and develop solutions
Perform systems audits, reconcile error reports, and manage special projects as needed to ensure data integrity and platform stability
Collaborate cross-functionally with Tier 1, adjudication, fraud, technical teams, and internal stakeholders to resolve escalations and identify improvements
Recognize process inefficiencies and recommend improvements based on escalation patterns and direct client feedback
What You bring
Must-Haves:
2+ years of experience in client support, customer success, benefits administration, or operations in a SaaS, software, or services environment
Excellent written and verbal communication skills for both technical and non-technical audiences, with the ability to translate complex system behavior into clear explanations
Strong empathy and emotional intelligence—you understand that different clients (universities vs. small businesses) have different needs, timelines, and constraints
Technical literacy combined with problem-solving orientation—you can work with PowerFlex and Ariel View, understand system behavior, and escalate thoughtfully to specialists when needed
Client relationship management experience—you build trust with stakeholders, understand their underlying needs, and tailor solutions rather than applying one-size-fits-all answers
Demonstrated resourcefulness and adaptability to work across multiple client types and handle unexpected situations with a can-do attitude
Strong time management and organizational skills when managing multiple client priorities and peak periods simultaneously
Active listening and curiosity—you ask clarifying questions, understand the root of a problem, and continuously improve based on client feedback and escalation patterns
Great-to-haves:
Experience with benefits platforms or deep understanding of group benefits administration and compliance
Familiarity with SQL or ability to work with database queries for troubleshooting and custom reporting
Background in SaaS or software client support with exposure to Tier 1/Tier 2 escalation structures
Experience providing user training or leading client presentations
Experience with implementation or onboarding support in a software environment
Comfort in fast-paced, scaling operations where processes are continuously evolving
Comprehensive total rewards package highlighting competitive salary and paid time off, with a flexible benefits plan to meet the needs of you and your family
Generous company matched pension and share purchase programs
Opportunity to give back to communities in which we work, live and serve
Career growth and learning & development opportunities to develop your skills
And much more …
Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location.
Job Posting Vacancy Type: This is for a current vacancy
We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.
Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.
Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.
By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.
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Offices: Toronto, Ontario M3C 1W3, CA
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