Customer Support Specialist – Bilingual, French/English

This is a fully remote position, open to applicants in Canada, +1 more state.

📋 Description

• Swiftly and professionally address escalated customer support inquiries across both applications — primarily through email tickets, with some daily phone support.

• Provide timely, professional, and empathetic responses to customer service inquiries on social media platforms.

• Accurately troubleshoot customer issues across various internal systems while offering clear guidance and timely resolutions.

• Manage multiple cases simultaneously while ensuring attention to detail and a positive customer experience.

• Prioritize a customer-first approach in every interaction, transforming challenges into opportunities to foster loyalty.

• Identify, document, and monitor recurring technical issues or bugs.

• Serve as a liaison between customers and internal teams (Product, Engineering, Partnerships), ensuring clear communication of issues and efficient resolutions.

• Proactively follow up on open cases to keep customers informed and build trust.

• Collaborate closely with the Customer Support Manager and internal teams to share customer insights and feedback that drive product and process enhancements.

• Contribute to support resources such as FAQs, help center articles, and internal documentation.

• Engage in team discussions and undertake independent projects focused on improving the customer experience and support operations.

⛳️ Requirements

• Bilingual — fluent in both French and English (mandatory).

• 2–4 years of customer or technical support experience in the technology sector, preferably in a fast-paced start-up environment (B2B or B2C).

• Exceptional written communication skills — clear, concise, and professional in all customer interactions.

• Strong troubleshooting capabilities across various systems, with a knack for resolving issues independently.

• Experience in office or remote work, demonstrating a reliable track record of managing responsibilities, deadlines, and projects.

• Keen attention to detail with accurate documentation and adherence to processes.

• Comfortable working collaboratively across functions in a dynamic, fast-paced environment.

• A proactive, go-getter attitude and a willingness to take on a wide range of tasks, including independent projects.

🏝️ Benefits

• Competitive salary and comprehensive benefits, including health, dental, and vision insurance.

• 100% remote work with flexibility and trust.

• Mission-driven work that reduces food waste and increases access to affordable food.

• A rapidly growing, collaborative team with ambitious goals.

• Genuine opportunities for career advancement.