Bilingual Customer Support, French/English – Music Streaming

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

📋 Description

• Support customers with inquiries regarding their accounts, billing, technical issues, and platform-related concerns via inbound messaging in both French and English.

• Handle 5–6 customer conversations simultaneously.

• Investigate and implement detailed workflows to address customer challenges.

• Switch between various systems while ensuring precision.

• Maintain a balance of speed, quality, and attention to detail in a dynamic environment.

• Adjust to changing policies and procedures as needed.

• Utilize knowledge base articles to provide outstanding customer experiences.

• Schedule your own working hours, ensuring at least 12 hours on Saturday and/or Sunday.

• Complete an 8-week orientation with specified working hours in Pacific Time.

⛳️ Requirements

• Prior experience in delivering customer support through high-volume inbound messaging.

• Experience managing at least 4–6 chat conversations simultaneously; managing 5 or more chats is highly desirable.

• Quick adaptability to new systems and workflows.

• Capability to resolve complex customer issues while adhering to detailed procedures.

• Outstanding attention to detail when multitasking.

• Ability to remain calm and organized in fast-paced settings.

• Professional and fluent communication skills in both French and English.

• A laptop or desktop running Windows 11 or macOS Sequoia/Tahoe.

• Willingness to install ModSquad security software and a two-factor authentication application on a mobile device.

• A webcam or smartphone capable of capturing clear images.

• Reliable broadband internet connection with a minimum speed of 25 Mbps.

• At least 8 GB of RAM; 16 GB is recommended.

• Dual monitors are highly recommended.

• Chromebook devices are not adequate.

• Commitment to 40 hours per week during the 8-week orientation period.

• Ability to self-schedule a minimum of 25 hours per week, including 12 hours on Saturday and/or Sunday.

🏝️ Benefits

• Fully remote work opportunity.

• Self-scheduling of a minimum of 25 hours per week.

• Ability to choose your projects.

• Collaborate with talented individuals and leading brands.

• Equal Opportunity Employer.