Job Description

Customer Success Representative

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Representative based in Canada.

As a Customer Success Representative, you'll be one of the first members of a new Canadian customer-facing team and help shape how it grows. You'll support French- and English-speaking customers across live chat, email, and other communication channels. Your role will focus on understanding customer needs, resolving issues efficiently, and providing a genuinely human support experience. You'll take ownership of customer problems from first contact through resolution, working with other teams when needed. You'll collaborate closely with an established international Customer Success team while sharing insights from Canadian customers. The role offers meaningful autonomy and the opportunity to contribute ideas as new processes and ways of working are developed. This is a fully remote, shift-based position covering both morning and evening schedules across Canada.

Accountabilities

• Support customers in Canadian French (Québécois French) and English through live chat, email, and other customer communication channels.
• Help customers navigate the platform and resolve questions or issues clearly, efficiently, and professionally.
• Take ownership of customer problems from initial contact through resolution, investigating issues and determining the appropriate next steps.
• Use available information and resources to troubleshoot customer concerns and involve other teams when additional support is required.
• Communicate naturally and empathetically, adapting your approach to different customers, needs, and situations.
• Handle challenging customer conversations calmly and professionally while maintaining a positive customer experience.
• Work closely with the international Customer Success team to share knowledge and collaborate on customer issues.
• Identify recurring problems, customer pain points, and opportunities to improve the overall customer experience.
• Share customer feedback and insights with relevant teams to help improve the platform and support processes.
• Contribute ideas and practical feedback as the Canadian Customer Success team is established and developed.
• Work according to a rotating schedule covering morning and evening shifts.

Requirements

• Based in Canada and available to work remotely.
• Fluent in Canadian French (Québécois French) and English, both written and spoken.
• Comfortable communicating naturally with French-speaking customers in Quebec, including using appropriate local vocabulary and expressions.
• Previous experience in Customer Success, Customer Support, or another customer-facing position.
• A warm, authentic communication style with the ability to engage with customers naturally rather than relying solely on scripts.
• Strong judgment and the ability to manage challenging conversations calmly, professionally, and empathetically.
• A curious, problem-solving mindset with a willingness to understand the underlying issue rather than simply follow a predefined process.
• Comfortable working independently in a remote environment, taking ownership of responsibilities and proactively addressing issues.
• Quick learner who can confidently navigate new systems and explain information clearly and simply.
• Strong organizational skills and the ability to stay on top of multiple customer needs.
• Comfortable working in a fast-paced, international environment with distributed teams.
• Availability to work a rotating schedule covering both morning and evening shifts.

Benefits

• Fully remote position within Canada.
• Full-time employment.
• Opportunity to be among the first members of a new Canadian Customer Success team.
• Meaningful opportunity to help shape team processes, workflows, and ways of working from the ground up.
• Collaboration with an established international Customer Success team.
• Opportunity to work in a diverse, international environment.
• High level of ownership and autonomy in a growing team.
• Opportunity to directly contribute customer insights and ideas to improve the overall experience.

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