Customer Support Executive – French

About the role

The Customer Support Executive – French will handle escalated customer issues, ensuring timely and professional resolution while delivering an exceptional support experience. This role requires strong French communication skills and a proactive, problem‑solving mindset.

Key responsibilities

• Manage and resolve escalated customer issues via email, phone, and chat.
• Act as the primary point of contact for complex queries and provide effective solutions.
• Collaborate with support team members to gather insights and ensure accurate issue resolution.
• Identify recurring escalation trends and work with cross‑functional teams to implement proactive improvements.
• Maintain detailed records of interactions and escalations in the CRM system.
• Provide customer feedback to product and service teams for continuous improvement.
• Build strong customer relationships through empathetic communication.
• Coordinate with the North America team and support offloaded tasks to India operations while maintaining Canadian support quality standards.
• Report regularly on progress and operational activities.

Required profile

• French language proficiency at B2 level or higher (mandatory).
• Proven experience in customer support or a similar client‑facing role.
• Comfortable handling inbound/outbound calls, emails, and chat in a blended support environment.
• Excellent verbal and written communication with a strong customer‑service orientation.
• Strong problem‑solving, analytical, and multitasking abilities with attention to detail.
• Ability to collaborate effectively within teams and adapt in a fast‑paced environment.

Required skills

• Familiarity with CRM tools.
• Experience with customer support platforms.