French Bilingual Customer Service Specialist

About the role

The French Bilingual Customer Service Specialist acts as the primary technical advisor for French‑speaking customers, delivering proactive and reactive support while ensuring a world‑class experience. This role bridges customers and internal teams, translating feedback into product improvements.

Key responsibilities

• Provide proactive and reactive support to customers, partners, and internal teams, handling subscription inquiries and technical tasks.
• Deliver high‑quality technical assistance for client products and associated services.
• Troubleshoot issues across multiple channels, including account access, setup, document workflows, and billing.
• Utilize support tools such as telephone, chat, client proprietary systems, browser developer tools, internal admin consoles, SQL, and text‑analysis utilities.
• Identify product bugs and high‑impact improvement opportunities, feeding insights back to product teams.
• Promote client products and services through consultative discussions with existing and prospective customers.
• Manage non‑complex escalated cases, ensuring timely resolution.
• Meet and exceed defined service‑level goals and performance metrics.

Required profile

• Bilingual fluency in French and English, both written and spoken.
• Strong customer‑centric mindset with excellent communication skills.
• Ability to act as a liaison between customers and cross‑functional teams.
• Proactive attitude toward identifying and driving product improvements.
• Commitment to meeting service‑level agreements and quality standards.

Required skills

• SQL for data queries and analysis.
• Browser developer tools (e.g., Chrome DevTools) for troubleshooting.
• Internal admin console navigation.
• Experience with client proprietary support systems.
• Text‑analysis tooling proficiency.
• Use of telephone and chat platforms for customer interaction.