Bilingual Customer Experience Agent - French / English

About the role

This position is a direct‑to‑consumer (D2C) support role for e‑commerce clients. You will be the first point of contact for French‑ and English‑speaking customers, handling queries via chat and voice.

Key responsibilities

• Respond to end‑consumer inquiries in French and English through chat and voice, covering order status, tracking, returns, refunds, account issues and product information.
• Deliver fast, empathetic, and accurate resolutions while managing high‑volume queues and meeting SLA targets.
• Log all interactions in the support tool and follow established escalation procedures.
• Stay up‑to‑date on client products, policies and processes to ensure consistent support.
• Identify recurring issue patterns and report them to the team lead.

Required profile

• Fluent in spoken and written French and English (bilingual proficiency is mandatory).
• Minimum 2 years of direct‑to‑consumer e‑commerce support experience handling real customers.
• Proven experience resolving French‑language consumer queries in a live chat, voice, or email environment.
• Preference for candidates with Canadian French (Québécois) proficiency and experience supporting French‑Canadian consumers.

Required skills

• Experience with help‑desk platforms such as Zendesk, Freshdesk, Gorgias or Shopify.
• Reliable high‑speed internet connection and a noise‑cancelling headset.
• Stable laptop or desktop capable of running browser‑based support tools.