Customer Experience Specialist - Gemini Group

At GoldCare, we're on a mission to make healthcare smoother and smarter delivering cutting-edge information management software that empowers clinics, and providers to focus less on paperwork and more on people. For decades, our solutions have been the go-to for healthcare professionals who value precision, efficiency, and simplicity.

GoldCare is part of the Gemini Group, one of the operating groups within Constellation Software Inc. (CSI). Being under CSI—a global leader in vertical market software—means we benefit from the stability, innovation, and long-term investment philosophy of a world-class software organization, while still operating with the agility and culture of a specialized team

Join a team that is passionate about transforming healthcare behind the scenes, where your work counts, your voice is and you are ready make meaningful impact. If you are sprinkle of fun into your career, GoldCare is the place to start and thrive.

Learn more about us here:

➡️GoldCare: ttps://www.mygoldcare.com/

➡️Gemini: https://www.csigemini.com/

➡️Constellation Software: https://www.csisoftware.com/

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.

Key responsibilities

• Support the care provider organization’s end‑to‑end experience, contributing to adoption and renewal outcomes.
• Assist with GoldCare rollouts, implementations, and customer initiatives under the guidance of senior CX team members.
• Deliver professional services such as system training and guidance on configuring GoldCare 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.

About you:

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 GoldCare or similar healthcare information management systems is an asset.
• Comfortable using Microsoft Office and customer support tools (e.g., TeamSupport 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.
• Strong problem-solver—resourceful, creative, solutions-oriented.
• Proactive—anticipates customer needs and acts without waiting for direction.

Travel requirements

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.

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What's important to us at Gemini:

Make long term investments

In people, technology, and customers. What goes around comes around and when possible, we try to pay it forward.

Growth through learning

Learning is the key to success. We encourage employees to share their expertise and best practices with their peers. That way, we all grow together.

Autonomy

Our staff operate independently in a decentralized structure. Whenever possible, we provide the independence required to drive growth and success.

Trust comes first

We believe in full transparency and ongoing communication; if there is a problem, we try to work collaboratively on solutions.

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Salary Transparency & Total Rewards: Trust Comes First - We aim to be transparent about our pay practices. We post what we reasonably expect to pay for this position at the time of posting, based on factors such as role scope, market data, internal equity, and experience. Beyond 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 designed to support your well-being and growth.

Base salary range: $50-70,000 CAD. This role also participates in an incentive plan tied to services/upsell outcomes.

Human-Centered, AI-Supported: We may use AI tools to support and streamline parts of our recruitment process, such as scheduling, application review, and note-taking. AI helps us work more efficiently and consistently, but it never replaces human judgment. All hiring decisions are made by people not machines. Interviews are conducted by real team members who want to get to know you and your experience. AI is used to reduce bias, improve fairness and streamline processes, while keeping human connection and individual stories at the heart of our process.

We follow a robust job requisition process at Gemini to ensure that posted jobs are open and available.