Customer Care Specialist – Bilingual French/English (Remote)

Location: Remote · Schedule: Monday–Friday, 10:00 a.m.–6:00 p.m. EST · Type: Full-time, salaried

Are you fluent in French and English, comfortable with technology, and happiest when you can solve a problem on your own? We're looking for a bilingual Customer Care Specialist to join our small but mighty remote support team. You'll be the first point of contact for our French- and English-speaking customers and applicants. You'll troubleshoot software issues across our platform and make sure every customer gets the most out of our product.

What You'll Do

• Bilingual frontline support: Handle customer and applicant inquiries in French and English by phone, email and chat, and resolve them promptly and independently.
• Troubleshoot and solve: Investigate technical issues across connected parts of our platform, use the resources available to you, and find the root cause. Escalate only when necessary.
• Product guidance: Teach customers best practices and features, and stay current on product updates so your advice is always relevant.
• Billing assistance: Handle billing and subscription questions and updates accurately.
• Record and track: Document every interaction thoroughly and track open issues through to resolution within our SLAs.
• Collaborate across teams: Work with Product, Engineering and Sales to escalate issues and share customer feedback that improves our product.
• Drive continuous improvement: Spot trends in customer issues, suggest process improvements, and help with customer trainings and our knowledge base.

What You Bring

• Full professional fluency in French and English, spoken and written. Fluency in Canadian (Quebec) French is strongly preferred, as many of our French-speaking customers are based in Quebec.
• Customer support or customer success experience in a SaaS environment.
• Strong technical aptitude and a natural troubleshooter's mindset. You're comfortable learning several connected systems and digging into them to find answers.
• Self-motivation and initiative. You take ownership, work independently and don't need hand-holding to get things done.
• Excellent written and verbal communication, adapted to each customer and channel.
• Strong time management and the ability to prioritize several requests at once.
• Familiarity with help desk software and customer support tools.
• Availability to work 10:00 a.m.–6:00 p.m. EST, Monday to Friday, with a reliable internet connection and a quiet workspace.

Nice to Have

• Experience with HRIS, payroll or applicant tracking (ATS) software.
• Hands-on hiring or recruiting experience.
• Experience working with quick-service restaurant (QSR) brands.
• Experience leading client trainings, onboarding sessions or other customer-facing projects.

What We Offer

• Fully remote: Work from anywhere with a stable internet connection.
• Unlimited paid time off: Take the time you need to recharge.
• Generous holidays: More than 20 company-observed holidays.
• Equipment and tech support: A new laptop and an annual equipment stipend.
• Health benefits: Comprehensive health benefits for eligible team members in the US and Canada.
• Great team culture: A collaborative, supportive team where your initiative makes a visible difference.

How to Apply

Submit your application and complete the short screening questions. Shortlisted candidates will be invited to record a brief video (4–5 minutes), including an introduction in French and a short customer scenario. Our hiring process includes a recruiter screen followed by interviews with the hiring team.

We are proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.