Customer Support Specialist – Bilingual, English/French

Role Overview

• Provide inbound call support in both English and French
• Respond to inbound customer inquiries in both English and French via email, ensuring prompt and accurate resolution.
• Conduct outbound calls in both English and French to resolve customer requests as needed.
• Troubleshoot common issues related to products, services, or accounts and escalate complex cases to the appropriate team.
• Provide end to end support during scheduled weekend shifts, monitoring trips and addressing disruptions (e.g., delays, cancellations, route changes).
• Assist customers, drivers, or operations teams with urgent support requests and serve as the primary point of contact.
• Manage unexpected events (e.g., traffic, vehicle breakdowns, weather issues) by coordinating alternative solutions.
• Communicate clear and timely updates to customers and drivers about any trip changes.
• Build and maintain positive relationships with customers to ensure satisfaction and retention.
• Educate customers on Department of Transportation (DOT) rules and regulations.
• Follow up with customers to confirm their needs were met after resolving issues.
• Collaborate with internal teams to ensure smooth and efficient customer experiences.
• Track and monitor service requests, escalating operational delays when necessary.
• Maintain detailed and accurate records of customer interactions in ticketing system.
• Adhere to company policies, procedures, and service-level agreements (SLAs).
• Escalate critical issues, such as service failures or safety concerns, to the appropriate teams for resolution.
• Partner with team leads or managers for escalated support or policy exceptions.
• Provide reassurance and solutions to customers experiencing disruptions.
• Stay up-to-date with product updates and service changes.
• Participate in training sessions to enhance customer service strategies and operational knowledge.

Requirements

• Fluent in both English and French
• 1-2 years of customer service or logistics coordination experience; experience in transportation, hospitality, or similar industries is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to remain calm and professional in fast-paced or high-pressure situations.
• Strong organizational skills and the ability to multitask effectively.
• A customer-focused mindset with a commitment to delivering exceptional service.
• Willingness to adapt to changing priorities and learn new systems or processes.

Benefits

• Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. U.S.-based employees may reside in any of our 19 approved states.
• Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of premiums for employees. International benefits align with local standards.
• Time Off to Recharge: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays. International policies vary by country.
• Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where available.
• Performance-Driven Culture: Join a fast-moving, ambitious, and collaborative team that wins together.
• Referral Rewards: Earn bonuses for bringing top talent to the team.
• Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan. International: region-specific savings programs where applicable.
• Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.