Bilingual Customer Support Coordinator

Role overview This remote, bilingual support position serves as the first point of contact for patients, providers, and prospective customers using an on-demand healthcare platform. Coordinators manage a high volume of live chat and email conversations, troubleshoot platform issues, and escalate complex cases while delivering clear, empathetic service in both English and French.

Responsibilities - Respond to a high volume of live chat and email inquiries, delivering timely and accurate assistance in both English and French - Follow established workflows to troubleshoot common platform issues and guide users through step-by-step solutions - Identify when inquiries require escalation and route them to the appropriate internal team - Maintain quality and consistency across many simultaneous conversations while keeping close attention to detail - Adjust quickly to evolving workflows, tools, and processes as the organization grows - Contribute feedback that helps improve knowledge base content and support operations

Requirements - Full professional fluency in English and French, with strong written communication in both languages - Prior experience in a customer-facing setting such as retail, hospitality, call centre, or administrative support - Comfort juggling multiple priorities while staying organized and detail-oriented - Clear, professional communication style across repetitive and high-volume interactions - Practical problem-solving skills applied within structured workflows - Confidence working in a digital environment on macOS, Google Workspace, Slack, and similar tools, with quick adoption of new systems - Experience using AI productivity tools such as ChatGPT, Claude, or Gemini - Calm and focused demeanour during busy periods, with consistent follow-through on responsibilities

Nice to have - Experience with ticketing or live chat platforms such as Intercom, Zendesk, or Freshdesk - Prior remote or shift-based work experience

Benefits and work setup - Fully remote within Canada - Full-time (40-44 hours per week) or part-time (25-30 hours per week) options - Synchronous, shift-based schedule covering evenings, weekends, and holidays; support hours run 7:00 AM-10:00 PM ET, seven days a week - Three weeks of vacation - Health coverage for medical, dental, and life insurance; health spending account - Access to general practitioners, pediatrics, and mental health therapy for employees and their families starting day one - Dedicated health days, an annual flex benefits budget, group retirement savings plan, and the ability to work remotely from eligible international destinations for up to five days per year - Pay range: $21.30 - $23.15