Bilingual Customer Experience Associate

Mysa; Canada; Remote; CAD 40,000 - 60,000; Full time

Job summary

Mysa is looking for a Bilingual Customer Experience Associate to join their Customer Support Team. This role involves assisting customers with inquiries and troubleshooting technical issues for smart HVAC controls. Ideal candidates are fully bilingual in English and French with a tech-savvy background and effective communication skills. Join Mysa to contribute to the future of energy management and customer satisfaction!

Benefits

Flexible paid time off (PTO)

Flexible environment

Competitive salary structure

Annual salary increases

Employee Stock Option Plan

Comprehensive Group Health Plan

Employer-matched RRSPs

Maternity & Parental Leave Top-Up Program

Training & Development Allowance Program

Health & Wellness Allowance Program

Smart Home Tech Credit & In-Office Tech Allowance

Qualifications

• 1+ year of customer support experience, ideally in tech or electronics.
• Fully Bilingual in French and English, both oral and written.
• Excellent communication skills and a strong interest in smart home products.

Responsibilities

• Act as the first point of contact for customers via multiple channels.
• Troubleshoot and resolve technical issues confidently.
• Collaborate with teams to improve the support experience.

Skills

Customer Service

Technical Troubleshooting

Bilingual Communication

Fast-paced Adaptability

Tools

Gorgias

Job description

Hello. Is it YOU we’re looking for?

Cozy greetings from the Mysa team! We’re a company founded on people-first culture, fueled by our mission to lead the global shift toward electrification. Through the creation of life-simplifying smart HVAC controls for homes and businesses, we’re helping our customers save energy, money, and the planet we share.

We are looking to fill a Bilingual Customer Experience Associate role for our Customer Support Team. This role requires the candidate to be located in Canada and be available to work on weekends.

This is a vitally important role at Mysa as it will assist with customer inquiries as we expand our product offerings into other HVAC system markets. You will be providing the best possible end-user experience by helping to troubleshoot their technical issues, and resolving various inquiries.

Role Overview (What You’ll Do)

• Act as the first point of contact for customers via phone, video, chat, and email, using Gorgias as your main platform
• Troubleshoot and resolve technical issues, keeping calm and confident even when things get tricky.
• Use a friendly, helpful tone to make customers feel comfortable and supported.
• Document and follow up after interactions to ensure nothing slips through the cracks.
• Collaborate with other teams to help improve the support experience and escalate when needed.

Star Qualities (Who You Are)

• 1+ year of customer support experience, ideally in tech or electronics.
• Fully Bilingual(oral and written) in French and English
• Strong technical troubleshooting skills and interest in smart home products.
• Excellent communication skills, both written and verbal.
• Confident working in a fast-paced, multi-channel support environment.
• Able to work Eastern hours and weekends consistently.

• Bonus points if you:
• Have HVAC experience
• Have used Gorgias or AI-assisted support tools

A Day in the Life (9:00 AM – 5:00 PM)

• 9:00 AM: You start your day with a quick check-in - reviewing your open tickets and scanning for any urgent updates from the team. You dive into Gorgias to tackle a few customer chats: one about thermostat connectivity, another about schedule setup.
• 10:30 AM: A booked call comes through from a customer pairing their new Mysa thermostat. You walk them through setup step-by-step, helping them get everything configured with confidence.
• 11:30 AM: You take some time to close out resolved tickets and escalate one that needs additional input from the Product team. You document everything clearly so the next person has full context.
• 12:00 PM: Lunch break - whether it's a full meal or a quick walk, it's your time to recharge.
• 1:00 PM: You respond to a few follow-up emails and handle some phone support. A customer is unsure if Mysa works with their existing HVAC system - you guide them through the compatibility check, and it turns into a great lead for Sales.
• 2:30 PM: You notice a pattern in multiple tickets related to app pairing. You bring it up in your team chat and log it in the knowledge base so the broader team can keep an eye on it.
• 3:30 PM: You follow up with a customer from earlier in the week who had a more complex case. They've made progress and thank you for your clear guidance - that moment feels good.
• 4:30 PM: You check for any last tickets that need attention, coordinate weekend coverage with another associate, and leave clear notes on a few ongoing cases. You sign off knowing you helped people feel more in control of their comfort - and their energy use.

More About Mysa

Since entering the North American market in 2018, our thoughtfully-designed-in-Canada smart thermostats for electric heating or cooling have been warmly welcomed into customers’ homes and hearts, garnering thousands of 5-star reviews.

Recognized as a leading employer in the booming Canadian tech sector, we were named the 2022 Tech Company of the Year by Tech NL, and have been recognized as one of Atlantic Canada’s Top Employers for multiple years.

By creating innovative smart home tech to help our now-global customer base use their home and business energy more efficiently, we’re living our mission to fight climate change and build our electric future.

Why Join Our Team?

Simply put, it’s all about you. We recognize and respect you as an expert in your field, and support you as you grow and thrive in your role.

At Mysa, we’re proud to provide perks like:

-Flexible paid time off (PTO)

-Flexible environment

-Competitive salary structure

-Annual salary increases

-Employee Stock Option Plan

-Comprehensive Group Health Plan

-Employer-matched RRSPs

-Maternity & Parental Leave Top-Up Program

-Training & Development Allowance Program

-Health & Wellness Allowance Program

-Smart Home Tech Credit & In-Office Tech Allowance

…and more!

Mysa is an equal opportunity employer committed to promoting diversity and inclusion across race, gender, sexual orientation, religion, ethnicity, national origin, and all things that make us different and wonderful. Your application to this posting is deemed consent to the collection, use, and necessary disclosure of personal information to facilitate our recruitment process. We respect the confidentiality and privacy of all of our applicants.

Interested in this role, but unsure if your “on-paper” qualifications match? Apply anyway, we’re always looking for team members who break the mold.

Thanks for considering Mysa as your future work home. We’re excited to get to know you.