Canada Bilingual User Support Specialist French / English - 2025

Ten Thousand Coffees; Banff; Remote; CAD 63,000 - 95,000; Full time

Job summary

Ten Thousand Coffees seeks a Bilingual User Support Specialist to enhance user experience with its mentorship platform. You'll provide excellent support and investigate user-reported issues while collaborating with product teams, all while working remotely across Canada. A unique opportunity to combine your tech-savvy skills and communication abilities in a dynamic environment.

Benefits

Health & dental benefits coverage

Flexible, uncapped time off program

Parental benefits program

Home office set up allowance

Monthly fitness stipend

Monthly internet and phone stipend

Qualifications

• Professional fluency in French and English required.
• 3-4 years experience in customer support within Enterprise SaaS.
• Strong problem-solving and analytical skills.

Responsibilities

• Provide top-notch user support through Zendesk.
• Investigate and triage platform bugs.
• Craft and maintain user documentation and tutorials.

Skills

Problem-solving

Communication

Empathy

Organizational

Technical investigation

Tools

Zendesk

Google Sheets

Slack

Notion

Job description

We're Ten Thousand Coffees (10KC), the only mentorship software that's redefining workplace mentoring, making it easy to connect employees at all levels to share knowledge and grow together. Because people learn best from people.

Early talent, high potentials, and managers alike can make meaningful progress at every step of their career journey—improving key talent outcomes like retention, engagement, mobility, and development. Smart-matching technology, expert guidance, and flexible formats create a truly engaging mentoring experience. Fortune 1000 companies like RBC, Nike, and PwC Canada, post-secondary institutions, and diversity networks like Ascend use 10KC to develop their people and drive exceptional talent outcomes.

• Please note that our system displays PDF resumes more clearly and preserves your formatting. Other formats will work, but PDF is preferred.

Important Application Note : Please read this entire job posting carefully before applying. A crucial part of your application involves submitting a link to a short video along with your resume. Details on the video requirement are below.

We're excited to see your passion for technology and how you communicate! You will have to create a 1-3 minute video and submit to us, where you :

• Choose ONE piece of software, a tech tool, or a SaaS platform you're genuinely enthusiastic or knowledgeable about. (This could be from a past job, a personal project, or just something you love using).
• In English (approx. 30-60 seconds) : Briefly introduce the tool and explain one specific feature or benefit that you think is particularly cool or useful, as if you were showing it to someone for the first time who might not be very technical.
• In French (approx. 30-60 seconds) : Now, focusing on that same tool / feature, explain to a tech-savvy colleague why this feature is well-designed or how it creatively solves a problem.
• Conclude (in 15-30 seconds, in either language) : Briefly tell us why you chose this specific tool / feature – what makes it stand out to you?
• Please upload your video to any platform you prefer (e.g., Loom, Google Drive, YouTube, Vimeo), as long as the link is easily accessible. Your video link must be included directly within your resume PDF. You can simply paste the link into an additional page of your resume document before saving it as a PDF; no elaborate formatting is needed. Please note : only applications containing the video link within the resume PDF will proceed in our review process.

About the Role :

Our dynamic User Support team is on the lookout for a collaborative and proactive Bilingual User Support Specialist (fluent in both French and English ) to join our ranks. If you're a natural problem-solver with a knack for tech and a passion for creating happy users, we want to hear from you!

We're a fully remote team embracing a digital-first culture across Canada. While you can be based anywhere in the country, please note that the successful candidate will be expected to work within Eastern and / or Atlantic time zones.

What You Will Do :

As a User Support Specialist, you'll be the friendly face and insightful problem-solver for our users, ensuring they have a stellar experience with the 10KC platform. You'll dive into a variety of engaging tasks, including :

• Providing top-notch support to our users through Zendesk, offering clear, concise, and helpful solutions.
• Becoming a bug detective : Investigating, meticulously replicating, and accurately triaging platform bugs to help our development team squash them effectively. You'll also keep users informed on the status of their reported issues.
• Handling user requests related to product operations with precision and care.
• Crafting and maintaining clear and helpful documentation, SOPs, tutorials, etc. (both internal and external) to empower our users and internal teams.
• Analyzing key support metrics (like CSAT, response times, ticket reopen rates, etc) using tools like Google Sheets or Excel to identify trends and areas for improvement.
• Thinking critically and independently to troubleshoot complex issues and contribute meaningfully to our support strategies.
• Collaborating seamlessly with our Product and Engineering teams, acting as a strong advocate for the voice of our users to drive impactful product improvements.
• Contributing to the team with confidence and autonomy , bringing your unique insights to the table.

What You Will Bring :

• Professional fluency (both verbal and written) in French and English is required.
• Min. 3-4 years experience working in customer support or customer success ideally within an Enterprise SaaS platform.
• Exceptional problem-solving and critical thinking skills, with a natural curiosity to get to the root cause of an issue.
• Excellent written and verbal communication skills, allowing you to explain complex technical concepts clearly and succinctly.
• A genuine empathy for our users and your teammates, understanding their needs and challenges.
• Demonstrated ability to investigate and triage technical issues, with a basic understanding of software functionality.
• Strong organizational skills and the ability to manage your time effectively in a remote environment.
• Experience with support tools like Zendesk and collaboration platforms like Slack and Notion is a definite plus. Familiarity with Google Suite (especially Sheets) for data analysis is also highly valued.
• A proactive and independent work style, comfortable with minimal direction while also being a fantastic team player.

Expected salary range : $63,000 to $95,000CAD

We believe in paying top-of-market base salaries to foster a high talent density, meaning we aim to attract and retain the very best people in our field. An individual's base pay is determined by factors including market indicators, geographical location, experience, knowledge, skills, and abilities, as evaluated during the recruitment process.

Equity, Diversity & Inclusion @ 10KC

As a diverse founded and grown company , we’re dedicated to building a diverse and inclusive community - one where employees feel a sense of belonging and are valued for their contributions and the perspectives they bring. We celebrate and support our differences. We welcome new team members who are BIPOC, LGBTQ+, and neurodiverse as a part of our team (and we’ll continue to hire more in 2025!). We strongly encourage everyone to apply. Whatever your background, race, creed, sex, gender, orientation, religion, people with living with disabilities, and foreign-born residents - you belong here!

Benefits and Perks

• Comprehensive total rewards, which may include stock options and variable compensation
• Wholesome health & dental benefits coverage
• Employee and family assistance program (support for mental health, family & relationship, child & eldercare, work & career, legal, financial, and more)
• Flexible, uncapped time off program
• Parental benefits program
• Employee connectivity program powered by our software
• Home office set up allowance
• Monthly fitness stipendMonthly internet and phone stipend

Create a job alert for this search