Customer Support Specialist — Bilingual (English & French)

• Location: Remote (Canadian Time Zone)

• Reports to: Customer Support Manager

• Role Overview
  We are seeking a Bilingual Customer Support Specialist to provide outstanding support in both English and French while focusing on onboarding and training our French-speaking clients. You will ensure smooth adoption of the Parent™ system, solve customer issues, and help maintain a high level of satisfaction and retention.
  
  Key Responsibilities:

• Become an expert on the Parent™ system to confidently assist and train customers.

• Lead onboarding and product training sessions for French-speaking clients, ensuring they are set up for success.

• Provide customer support in both English and French via phone, email, and chat.

• Troubleshoot customer issues and manage support tickets until resolution.

• Keep accurate and up-to-date records of customer interactions in the CRM.

• Collaborate with the technical team to escalate issues and share customer feedback.

• Help maintain and improve the overall customer support process to increase satisfaction and retention.

Job Responsibilities:

• Bachelor’s degree or equivalent experience in customer support or a related field.

• 2–4 years of experience in technical customer support or similar role.

• Fluent in English and French (spoken and written).

• Strong communication and problem-solving skills with a customer-first approach.

• Highly organized and able to manage multiple priorities.

• Available to work in the Canadian time zone.