OVERVIEW:
As a Bilingual Customer Success Specialist, you will play a dual role; supporting customers through inbound inquiries and guiding them through a successful onboarding journey. You’ll ensure customers feel confident using our products by providing personalized product training, proactive outreach, and responsive support in both English and French. This role is ideal for someone who enjoys problem-solving, teaching others, and helping customers get the most value from our platform.
Salary range: 52 – 62k + commission.
RESPONSIBILITIES:
- Serve as a primary point of contact for customers, providing support in both English and French via phone, email, and chat
- Troubleshoot and resolve technical or account-related issues efficiently, escalating when necessary
- Enforce licensing policies and restrictions, escalating when necessary
- Deliver engaging product training sessions (one-on-one or group) to new customers, ensuring successful onboarding and product adoption
- Identify opportunities to upsell / cross-sell features and products during training sessions to drive growth
- Proactively follow up with customers post-training to ensure satisfaction and identify opportunities for additional support or education
- Assist customers in understanding best practices and maximizing the use of our products and features
- Conduct targeted outbound calls to identify opportunities to upsell or cross-sell features, products, and services that meet customer needs
- Maintain accurate records of all interactions, trainings, and resolutions in our CRM
- Participate in customer outreach campaigns to gather feedback, share product updates, and strengthen relationships
- Contribute to continuous improvement initiatives by sharing customer insights, pain points, and ideas
- Assist with other targeted projects as required
REQUIREMENTS:
- Fluent in English and French (spoken and written)
- 1–3 years of experience in customer success, account management, or customer support
- Excellent communication and presentation skills, with the ability to explain technical concepts in a clear, friendly manner
- Strong problem-solving and organizational skills
- Comfortable conducting virtual or phone-based training sessions
- Experience with CRM or ticketing systems (Salesforce experience an asset)
- Experience in a SaaS environment is an asset
- Ability to work collaboratively across teams in a fast-paced environment
- Hybrid work model: Enjoy the flexibility to work from the office and remotely, with two days in the office each week!
- Fun work environment: We celebrate wins, big and small, and know how to balance hard work with fun!
- Career growth opportunities: This is your chance to grow with a company on the rise!
- Competitive compensation & benefits: We offer a competitive salary you’ll love, plus a hand-picked benefits package, bonus, and internal recognition program!
- Prepare for your future: 50% matching RSP and stock purchasing option.
- Perkopolis discounts: Savings on electronics, fashion, tickets, travel, wellness, home, furniture, food & more!
- Vacation: You get paid time off throughout the year to take a well-deserved rest (ask us more about this!)
- Social Responsibility: Engage in volunteer events, fundraising efforts, support local food banks, participate in CSR, promote environmental sustainability, and much more!
- Collaborative Opportunities: Working alongside diverse teams to accomplish company goals, building connections with your colleagues, joining networking opportunities, getting involved in company-wide events, and enjoying team-building activities.
- Company Values we stand by: Integrity, teamwork, accountability, and continuous feedback and improvement.
The Fine Print: By applying to this position, you are confirming you either possess a Canadian citizenship, permanent resident status, or work permit. In accordance with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code Loadlink Technologies will provide accommodation throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require.