Client Support Specialist (Bilingual, French)
About The Position
We’re looking for a Customer Support Specialist to join a growing support team and help customers successfully use the company’s software products. This role is suited to someone early in their SaaS support career who enjoys building relationships, enabling knowledge, and collaborating across functions to drive long-term customer success. The specialist supports customers using SimplePart, Microcat EPC, Superservice Triage and Menus, and Infodrive, while collaborating with teams in Atlanta and Detroit. The role offers exposure to multiple products, hands-on troubleshooting experience, and knowledge enablement responsibilities.
Requirements
- 1–3 years of experience in customer support, customer success, or related client-facing roles.
- Ability to work Noon–8 pm EST.
- Strong communication and relationship-building skills, with the ability to guide customers toward success.
- Comfort learning and explaining complex software tools and processes.
- Interest in knowledge management, process improvement, and customer enablement.
- Written and spoken fluency in English and Canadian French.
- Experience using ticketing or support tools such as Zendesk, Salesforce, or similar platforms.
Nice To Haves
- Experience supporting SaaS or proprietary software platforms.
- Exposure to automotive, dealership, or related industries.
- Experience working in remote or distributed teams, or multilingual/global support environments.
- Familiarity with analytics or reporting to inform customer success initiatives or operational improvement projects.
Responsibilities
- Act as a trusted partner to customers, understand their business needs, and help them achieve success with the products.
- Build and maintain relationships with key customer stakeholders to drive adoption, engagement, and satisfaction.
- Create and maintain guides, training content, and FAQs for customers and internal teams as a knowledge enablement resource.
- Collaborate across functions to communicate customer insights, product challenges, and opportunities for improvement.
- Identify patterns or recurring challenges and recommend improvements to customer workflows and experience.
- Support initiatives focused on customer success outcomes, including retention, adoption, and engagement metrics.
- Monitor and contribute to customer support KPIs, including first response time, resolution time, customer wait time, and ticket volume, while balancing quality and efficiency.
- Identify opportunities to streamline ticket handling, improve response frameworks, and reduce friction in customer interactions.
- Participate in coaching, mentoring, and team knowledge-sharing.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
