Customer Service Representative (French/English) - Tech, Remote

Keycafe; Vancouver; Hybrid; CAD 30,000 - 60,000; Full time

Job summary

A global SaaS company is seeking a Bilingual Customer Service Representative (French/English) to provide exceptional support for its SmartBox key management system. The role involves troubleshooting technical issues and guiding customers through product features via phone, chat, and email. Ideal candidates have 2+ years of customer service experience, excellent communication skills, and a bachelor’s degree. Join a team committed to innovative solutions in a company offering career development opportunities and a supportive culture.

Benefits

Career development opportunities

Great team culture

Collaboration and training support

Qualifications

• 2+ years of customer service experience, preferably in a technical support or SaaS environment.
• Ability to troubleshoot software and hardware issues logically and efficiently.
• Excellent typing speed and accuracy for chat-based support.

Responsibilities

• Provide prompt, friendly support in English and French across phone, chat, and email.
• Troubleshoot software and hardware issues, escalating complex cases when necessary.
• Manage and prioritize multiple tickets simultaneously in a high-volume environment.

Skills

Fluent bilingual (French and English)

Customer service experience

Troubleshooting software and hardware

Multitasking skills

Calm and professional demeanor

Education

Bachelor's degree in Computer Science or related field

Tools

Zendesk

Slack

Job description

Are you passionate about helping customers succeed — and equally comfortable solving both software and hardware challenges?

At Keycafe, we’re looking for a Bilingual Customer Service Representative (French/English) based in Morocco,to deliver world-class support for our global users. You’ll troubleshoot technical issues, guide customers through product features, and ensure a seamless experience across phone, chat, and email. This role requires exceptional communication, strong problem-solving skills, and a deep sense of ownership and reliability.

You’ll be part of a growing SaaS/IoT company whose SmartBox key management system powers secure operations for businesses in over 30 countries.

What You’ll Do

• Provide prompt, friendly, and accurate support in English and French across phone, chat, and email.
• Troubleshoot both software and hardware issues, escalating complex cases when necessary.
• Manage and prioritize multiple tickets simultaneously in a high-volume environment.
• Guide customers through setup, configuration, and feature use of Keycafe’s SmartBox system.
• Document solutions and identify recurring technical issues for process improvement.
• Collaborate with internal teams to ensure customer feedback helps shape better products.
• Participate in support projects to continuously improve the department’s tools, workflows, and knowledge base.
• Maintain calm and professionalism while handling irate or urgent customer situations.

Why Join Keycafe

• Global scale, real impact: Support customers across industries worldwide, from hospitality to logistics.
• Tech-forward company: Work with cutting-edge SaaS/IoT systems and stay current with AI-driven support innovations.
• Growth-focused culture: Training, mentorship, and advancement opportunities in a rapidly scaling company.

About Keycafe

Keycafe, headquartered in Vancouver, powers secure and seamless key management for businesses worldwide. Our SmartBox system combines IoT hardware with cloud software to give organizations total control over their keys — anytime, anywhere. From hospitality and property management to logistics, fleets, and government, companies rely on Keycafe to keep operations secure, efficient, and scalable.

Who You Are

• Fluent bilingual (French and English) with excellent written and spoken communication in both languages.
• 2+ years of customer service experience, preferably in a technical support or SaaS environment.
• Proven ability to troubleshoot software and hardware issues logically and efficiently.
• Strong multitasking skills — able to manage multiple channels (phone, email, chat) simultaneously.
• Reliable, self-motivated, and able to work effectively with minimal supervision.
• Excellent typing speed and accuracy for chat-based support.
• Calm, empathetic, and professional demeanor in high-pressure or escalated interactions.
• Bachelor’s degree (Computer Science, Communications, or related field).

Nice to Have

• Experience with B2B customers or enterprise support.
• Familiarity with Zendesk, Slack, or similar tools.
• Comfort adapting to new technologies and AI-enhanced support systems.

Compensation Range: EUR 950 to 1100 / month OTE (60% base / 40% performance)

Great team culture with strong collaboration and training support.

Career development opportunities within a global SaaS/IoT company.

Opportunity to make a global impact supporting innovative hardware + software solutions.