Customer Support Representative – French/English

About the role

We are looking for a bilingual Customer Support Representative who will act as a subject‑matter expert in a hybrid work environment. You will handle complex client issues across multiple channels, collaborate with internal teams, and help improve overall satisfaction without the need for travel.

Key responsibilities

• Own end‑to‑end case resolution from initial contact to closure, ensuring timely and accurate responses.
• Analyze recurring issues, identify root causes, and propose process improvements.
• Coordinate with operations, quality, and product teams to solve complex service problems.
• Create and maintain knowledge articles to speed up query handling.
• Guide colleagues on tone, empathy, and clarity to maintain a consistent brand voice.
• Monitor metrics such as response time and first‑contact resolution, triggering corrective actions when needed.
• Document every interaction in the case‑management system with clear notes.
• Support multi‑channel enhancements (voice, chat, email, self‑service).
• Conduct quality reviews and provide structured feedback.
• Partner with training teams to develop realistic case studies.
• Assist in launching new products or policies by assessing customer impact.
• Apply subject‑matter knowledge to design process controls that protect data and ensure compliance.

Required profile

• 3‑6 years of proven experience in corporate customer service.
• Ability to manage complex cases independently and deliver consistent outcomes.
• Strong analytical mindset to identify root causes and recommend improvements.
• Excellent written and verbal communication in both French and English.

Required skills

• Experience with multi‑channel customer engagement (voice, chat, email, digital self‑service).
• Proficiency in using a case‑management system for documentation and tracking.