Bilingual Customer Experience Agent

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage inbound customer inquiries and support requests in both written and spoken French and English.

• Actively reach out to customers who may need assistance or account evaluations.

• Engage directly with customers to understand their objectives, guide them towards best practices, and address product-related queries.

• Contribute to the creation of best practices for managing support requests.

• Support the Team Lead in retention strategies and upselling initiatives.

• Report to the Support Manager and collaborate with customer success and onboarding teams.

• Thrive in a progressive and challenging work environment.

⛳️ Requirements

• At least 2 years of experience in a customer-facing support position within a SaaS environment.

• Outstanding communication skills.

• Familiarity with customer support software, specifically Zendesk.

• Strong aptitude for business, operational, and technical aspects.

• Comfortable working in a dynamic, fast-paced SaaS company.

• Fluency in both written and spoken French and English.

• Availability to work daily from 8:30 am to 5:00 pm PST.

🏝️ Benefits

• Generous vacation allowance.

• Wellness Fund.

• RRSP matching program.

• Employee Stock Ownership Program (ESOP).

• Annual retreat.

• Day off on your birthday.