Senior Customer Experience Specialist (Bilingual)
About The Position
OneFeather is an Indigenous-owned and operated company dedicated to serving Indigenous communities across Canada by building digital tools that support the rights and needs of Indigenous communities. We're expanding our platform to include Nation app onboarding and fintech disbursement services, and we need a technically skilled, bilingual professional to support this growth. OneFeather is looking for a Senior Customer Experience (CX) Specialist (Bilingual) to join our growing CX team. This is support role requires a technically capable professional who can handle complex product issues, deliver bilingual support, and operate flexibly outside standard business hours. The Senior CX Experience Specialist will be the escalation point for technical and high-sensitivity issues, supporting Nations through onboarding and ongoing platform operations. This role requires comfort with a flexible schedule, including scheduled evening and weekend shifts and will work closely with the Customer Experience Lead while supporting Product and Engineering teams with clear documentation of technical issues and user insights. The ideal candidate brings 2+ years of technical support or CX operations experience, strong problem-solving abilities, and fluency in both English and French. Must be able to explain complex technical concepts to non-technical users, think strategically about user pain points, and thrive in a fast-paced environment supporting diverse Indigenous communities.
Requirements
- 2+ years in a technical support, Tier 2 support, or CX operations role
- Demonstrated ability to troubleshoot software platforms, digital products, or financial technology
- Bilingual — English and French (spoken and written)
- Strong written communication with ability to explain technical concepts clearly to non-technical users
- Comfortable working a flexible schedule including evenings and weekends as scheduled
- Ability to manage multiple support tickets and priorities independently
- Strong problem-solving and critical thinking skills
Nice To Haves
- Experience supporting Indigenous communities or organizations
- Familiarity with prepaid card programs, fintech products, or payment platforms
- Experience with ticketing systems (Zendesk, Intercom, or similar)
- Experience planning and conducting virtual training sessions
Responsibilities
- Nation-level onboarding to the OneFeather app and digital platform, including account setup, troubleshooting, and user activation
- Provide Tier 2 technical support for fintech and disbursement product issues as the program scales
- Troubleshoot integration, access, and platform issues and escalate to Product or Engineering with clear documentation
- Maintain working knowledge of back-end systems, card program mechanics, and platform architecture
- Plan and deliver virtual training sessions for Nation election and voting officials being onboarded to the platform
- Handle status card application support, ticket resolution, and general user inquiries via designated support tools
- Cover scheduled evening and weekend shifts as part of the CX team rotation
- Respond to support inquiries in both English and French and serve as the primary bilingual resource for francophone users and Nation contacts
- Escalate unresolved or high-sensitivity issues to the CX Lead with clear documentation
- Document recurring issues, user friction points, and technical gaps and share structured summaries with Product and CX Lead
- Support new product and feature launches from a CX readiness and user communication standpoint
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
