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Customer Support Specialist — Bilingual (English & French)

  • Remote
    • Cairo, Al Qāhirah, Egypt
  • Product

Job description

  • Location: Remote (Canadian Time Zone)

  • Reports to: Customer Support Manager

  • Role Overview
    We are seeking a Bilingual Customer Support Specialist to provide outstanding support in both English and French while focusing on onboarding and training our French-speaking clients. You will ensure smooth adoption of the Parent™ system, solve customer issues, and help maintain a high level of satisfaction and retention.

    Key Responsibilities:

  • Become an expert on the Parent™ system to confidently assist and train customers.

  • Lead onboarding and product training sessions for French-speaking clients, ensuring they are set up for success.

  • Provide customer support in both English and French via phone, email, and chat.

  • Troubleshoot customer issues and manage support tickets until resolution.

  • Keep accurate and up-to-date records of customer interactions in the CRM.

  • Collaborate with the technical team to escalate issues and share customer feedback.

  • Help maintain and improve the overall customer support process to increase satisfaction and retention.

Job requirements

Job Responsibilities:

  • Bachelor’s degree or equivalent experience in customer support or a related field.

  • 2–4 years of experience in technical customer support or similar role.

  • Fluent in English and French (spoken and written).

  • Strong communication and problem-solving skills with a customer-first approach.

  • Highly organized and able to manage multiple priorities.

  • Available to work in the Canadian time zone.

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