French Subject Matter Expert

About the Job

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About the Role

We’re changing the way people think about customer service — and we need your help!

We’re looking for a French Subject Matter Expert (CSR2) to provide front-line direction to our Customer Service Representatives (CSRs) and ensure quality service is delivered in every customer interaction.

As a French Subject Matter Expert (CSR2), You Will…

Represent our client partners and maintain knowledge of client brands, philosophy, promotions, and processes

Serve as a role model and advocate for CSRs

Provide floor support and guidance to ensure operational excellence

Deliver call evaluation feedback and identify training needs

Support coaching initiatives and career development programs

Assist in monitoring performance metrics and service quality standards

Act as a liaison between CSRs and leadership for escalations and process clarifications

Perform other duties as assigned

As a French Subject Matter Expert (CSR2), You Have…

High school diploma or equivalent (required)

Fluent French (minimum B2 level – spoken and written)

2+ years of experience in call center and/or customer service industry

Experience in coaching and mentoring team members

Knowledge of call center systems, ACD/IVR, and performance statistics

Proficiency in MS Office (Word, Excel, PowerPoint)

Ability to type 30 WPM with accuracy

Strong listening, verbal, and written communication skills

Leadership qualities including critical thinking and problem-solving

Ability to build rapport with clients and collaborate across different levels

Strong analytical and decision-making skills

Comfort with technology and frequent system changes

Excellent time management, organizational, and prioritization skills

Flexibility to work a variety of shifts, including days, evenings, and holidays