Customer Care Engineer

DiliTrust; Montreal; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading legal tech company in Montreal is looking for an experienced Customer Support Specialist to join their dynamic team. The role involves responding to customer requests, ensuring quality ticket handling, and supporting various internal initiatives. Ideal candidates have 5 to 8 years of customer support experience and are proficient in both English and French. This permanent full-time position offers a supportive work environment and opportunities for professional growth.

Benefits

Telecommuting Charter

Meal vouchers

Profit-sharing bonus

Gym access

Company nursery

Qualifications

• 5 to 8 years of experience in customer support.
• Good listening skills and a genuine interest in customer satisfaction.
• Curiosity to discover new functional areas and openness to new technologies.

Responsibilities

• Analyze, qualify, and respond to customer requests.
• Ensure precise follow-up and adapt communication internally and with clients.
• Participate in functionality testing.

Skills

Customer support experience

Excellent proficiency in English

Excellent proficiency in French

Interpersonal skills

Autonomy and rigor

Job description

Are you ready to join the Legal Tech revolution?

As a leading SaaS publisher in Europe, DiliTrust is transforming legal departments worldwide with cutting-edge technology.

Our impact : From general assembly reports to AI-assisted contract lifecycle management, our teams across France, Spain, Italy, Canada, Mexico, and the MEA region are the driving force behind our global success. We are proud to provide daily support to 2,400 clients in 64 countries, with 80% being large companies listed on major markets in Europe, North America, and the Middle East.

Our ambition : To be the first French legal tech company to achieve unicorn status, with a valuation exceeding one billion euros.

Our commitment : DiliTrust is recognized for offering a positive and stimulating work environment. We are proud to have been awarded the "Happy at Work" and "Tech at Work" labels since 2019.

What will you find at DiliTrust?

Innovation : Being at the forefront of legal tech advancements. Global impact : Collaborating with diverse teams in an international and multicultural context. Career development : Growing within the future unicorn of legal technology. Stimulating workplace : Experience the positive "Happy at Work" environment.

Your missions :

Your missions

• Analyze, qualify, and respond to all functional or technical customer requests
• Ensure precise follow-up and adapt communication internally and with the client
• Guarantee overall quality in ticket handling through regular checks
• Master the internal tools used for ticket tracking
• Support internal requests related to our solution and its ecosystem
• Develop expertise in product, business, and security
• Understand the technical challenges surrounding the DiliTrust universe
• Participate in functionality testing
• Contribute to structuring the team and the Customer Success department
• Be involved in the escalation process
• Assist the regional manager

Ideal profile :

• 5 to 8 years of experience in customer support
• Excellent proficiency in English and French (written / oral)
• Good interpersonal skills and are comfortable with clients and on the phone
• A genuine interest in customer satisfaction
• Good listening skills, autonomy, and rigor
• Curiosity to discover new functional areas and openness to new technologies
• Finally, you are ambitious and wish to join a human adventure above all!

Recruitment process :

• Talent Acquisition Interview
• Manager Interview
• Chief Customer Officer Interview

What we offer :

Join a fast-growing company in an international and caring environment (offices in France, Italy, Spain, Canada, as well as Dubai and Mexico); Our "Telecommuting Charter" guarantees you can find your balance between "Onsite" and "Remote"; Premises in the heart of La Défense with access to services such as : gym, hairdresser, concierge, laundry... Finally, all the daily benefits such as CSE, meal vouchers / company restaurant, profit-sharing bonus, company nursery... More info :

Location : Montreal

Seniority : 5 years

Contract type : Permanent / Full time

Job reference :

Posting date : 03 / 06 / 2025

Contact : [e-mail]

DiliTrust is a socially responsible company, committed to the diversity of its teams and strives to promote professional equality at all levels.

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