Client Support Specialist, Bilingual – French

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

📋 Description

• Serve as a reliable partner to clients, comprehending their business requirements and assisting them in achieving success with Infomedia products.

• Establish and nurture relationships with key customer stakeholders to enhance adoption, engagement, and satisfaction.

• Develop and manage guides, training materials, and FAQs for both customers and internal teams.

• Collaborate across departments to relay customer insights, product challenges, and opportunities for improvement.

• Recognize recurring issues and suggest enhancements to customer workflows and experiences.

• Assist in customer success initiatives aimed at improving retention, adoption, and engagement metrics.

• Track and contribute to support KPIs, which include first response time, resolution time, customer wait time, and ticket volume.

• Discover opportunities to optimize ticket handling, enhance response frameworks, and minimize friction in customer interactions.

• Engage in coaching, mentoring, and knowledge-sharing within the team.

⛳️ Requirements

• 1–3 years of experience in customer support, customer success, or other client-facing roles.

• Availability to work from Noon to 8 PM EST.

• Excellent communication and relationship-building abilities.

• Comfort with learning and explaining intricate software tools and processes.

• Interest in knowledge management, process enhancement, and customer empowerment.

• Written and verbal fluency in English and Canadian French.

• Experience with ticketing or support platforms such as Zendesk, Salesforce, or similar systems.

• Familiarity with supporting SaaS or proprietary software platforms is a plus.

• Exposure to the automotive, dealership, or related sectors is advantageous.

• Background in remote or distributed teams, or multilingual/global support settings is a plus.

• Knowledge of analytics or reporting for customer success or operational enhancements is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible work environment with remote options.

• Comprehensive health and wellness benefits.

• Collaborative and inclusive company culture.