Customer Experience Specialist - French Bilingual

Role overview

A retail customer experience team is hiring a French-English bilingual specialist to be the primary point of contact for shoppers across chat, email, phone, and social channels. The role centers on empathetic problem solving, building product expertise, and surfacing customer insights that improve service over time. It is a remote-friendly contact center position with structured schedules, paid training, and clear growth paths into specialization, enablement, or team leadership.

Responsibilities

- Own every customer conversation from start to finish, delivering clear, considerate, and confident support across chat, email, phone, and social. - Resolve issues with empathy, turning friction into trust-building moments that strengthen brand loyalty. - Become a product expert in categories such as apparel, accessories, and home goods so guidance feels informed and authentic. - Spot recurring themes in customer feedback and share them with product, operations, and training partners to improve the overall experience. - Navigate internal support platforms efficiently while preserving a warm, human tone. - Contribute to onboarding, quality assurance, or workforce management initiatives as skills mature.

Requirements

- High school diploma or GED, plus at least two years of customer-facing service experience. - Full professional bilingual fluency in French and English, both written and spoken. - Demonstrated ability to build rapport and resolve issues remotely with clear, polished communication. - Dedicated, quiet home workspace with reliable high-speed internet meeting the specified download and upload thresholds. - Eligibility to work in Canada, with the ability to commute on-site five days a week if residing within roughly 50 km of Toronto.

Benefits and work setup

- Hourly pay of $26 CAD with tenure-based increases, plus monthly performance bonuses up to $1,300 CAD. - Three weeks of paid training and onboarding, a set schedule, and guaranteed hours. - A 90-day introductory period and benefits coverage including hospital, paramedical, dental, vision, prescription, virtual healthcare, life and disability, plus retirement savings. - Referral bonuses of up to $1,000 CAD for successful hires.