Bilingual Customer Experience Agent

Intiveo; Vancouver; On-site; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Generous vacation time

Wellness Fund

RRSP matching

ESOP (employee stock ownership program

Annual retreat

Birthday off

And more

Job summary

Intiveo is seeking a Bilingual Customer Experience Agent (French/English) to join our growing team in Canada. You will handle inbound inquiries, engage with customers, and assist in retention and upselling, working 8:30am–5:00pm PST alongside a collaborative support team.

Candidates should have at least 2 years in a SaaS customer-facing role, strong communication skills, and experience with Zendesk. This role offers a supportive environment with generous benefits and growth opportunities.

Qualifications

• Minimum 2 years in a customer-facing support role in a SaaS environment.
• Excellent communicator with ability to convey complex information clearly.
• Experience with customer support software (Zendesk).
• Strong business, operational and technical aptitude.
• Comfortable working in a fast-paced, scaling SaaS company.

Responsibilities

• Handling inbound customer inquiries and support requests in both written and verbal French and English.
• Proactively reaching out to customers that require assistance or account reviews.
• Communicating directly with customers to identify their goals, direct them to best practices and answer product questions.
• Work in a progressive and challenging environment where you will be rewarded for your hard work.
• Assisting in developing best practices for handling support requests.
• Assisting the Team Lead in retention and upselling.
• The working hours are between 8:30am - 5:00pm PST daily.

Skills

Bilingual FR/EN

Customer support SaaS

Communication skills

Fast-paced environment

Technical aptitude

Tools

Zendesk

Job description

Bilingual Customer Experience Agent

We're looking for an experienced and driven Bilingual Customer Experience Agent (French/English) to join our growing team! This is the perfect role for someone who is passionate about delivering amazing customer service. Reporting to the Manager of Support, you will be a part of our Customer Experience team, where you will be working alongside talented customer success managers and onboarding managers to provide outstanding support to Intiveo’s new and existing clients.

If you are a coachable, curious, and passionate individual with a positive attitude, inspired by our vision of enhancing patient care through technology, we’d love to connect with you!

What You’ll Be Doing

• Handling inbound customer inquiries and support requests in both written and verbal French and English
• Proactively reaching out to customers that require assistance or account reviews
• Communicating directly with customers to identify their goals, direct them to best practices and answer product questions
• Work in a progressive and challenging environment where you will be rewarded for your hard work
• Assisting in developing best practices for handling support requests
• Assisting the Team Lead in retention and upselling
• The working hours are between 8:30am - 5:00pm PST daily

Who You Are

• Minimum 2 years' experience in a customer-facing support role in a SaaS environment.
• You are an excellent communicator. Your ability to convey complex information in a straightforward manner ensures seamless interactions and builds trust with colleagues and customers alike.
• Experience with customer support software (Zendesk).
• Strong business, operational and technical aptitude.
• Comfortable working in a fast-paced, scaling SaaS company

How We Give Back to Our Employees:

• Generous vacation time
• Wellness Fund
• RRSP matching
• ESOP (employee stock ownership program)
• Annual retreat
• Plus, your birthday off! (Who wants to work on their birthday?)
• And more

More About Intiveo

We are a fun, collaborative, and hard-working team of innovative minds who genuinely enjoy spending time together. At Intiveo, our values are Stewardship, Collaboration and Continuous Development. We embrace diversity and encourage you to share your voice. We want you to think outside the box, present new ideas, and be willing to fail.

We’re one of Canada’s Top 100 Employers! Canada’s Top 100 Employers celebrates companies offering their employees exceptional places to work. Intiveo has been recognized for our holistic approach to the workplace, from how we work every day, to how we gather and celebrate.

Want to see more? Check out our Culture Book here!