Customer Support Coordinator - Bilingual (English / French)

CharterUP; Quebec; Remote; CAD 38,000 - 45,000; Full time

Job summary

A logistics and customer support company in Quebec is seeking a Customer Support Coordinator. This entry-level role requires bilingual candidates fluent in English and French, responsible for managing customer inquiries, monitoring live trips, and ensuring smooth operations. Ideal for those eager to learn in a fast-paced environment with comprehensive health benefits and remote-first options.

Benefits

Comprehensive health & wellness benefits

Paid time off and holidays

Equipment provided

Qualifications

• 1-2 years of customer service or logistics coordination experience.
• Experience in transportation, hospitality, or related industries is a plus.
• Ability to stay calm in fast-paced environments.

Responsibilities

• Provide inbound support in English and French; respond to inquiries via email.
• Monitor live trips and address disruptions; communicate updates to customers.
• Build and maintain positive relationships with customers.

Skills

Bilingual in English and French

Customer service experience

Strong communication skills

Problem-solving ability

Organizational skills

Job description

Overview

Customer Support Coordinator - Bilingual (English / French) at CharterUP. This is an entry-level role in the Service Operations team in Quebec. You will assist with managing customer inquiries, monitoring live trips, and coordinating logistics to ensure smooth operations. Ideal for individuals eager to learn and grow in a fast-paced environment with a focus on delivering exceptional service.

Responsibilities

• Customer Support & Issue Resolution: Provide inbound support in English and French; respond to inquiries via email; conduct outbound calls as needed; troubleshoot common issues and escalate complex cases.
• Live Trip Monitoring: Provide end-to-end support during weekend shifts; monitor trips and address disruptions; communicate updates to customers and drivers; coordinate alternative solutions for unexpected events.
• Customer Relationship Management: Build and maintain positive relationships; educate customers on applicable rules and regulations; follow up to ensure needs are met.
• Operations Coordination: Collaborate with internal teams to ensure smooth customer experiences; track service requests and escalate delays as needed.
• Documentation & Process Adherence: Maintain accurate records of interactions in the ticketing system; adhere to policies, procedures, and SLAs.
• Escalation Management: Escalate critical issues to appropriate teams; work with leads or managers on escalations and policy exceptions; provide reassurance to customers during disruptions.
• Continuous Improvement & Learning: Stay up-to-date with product updates; participate in training to enhance service strategies and operational knowledge.

Experience, Skills & Requirements

• Fluent in both English and French
• 1-2 years of customer service or logistics coordination experience; transportation, hospitality, or related industries a plus
• Excellent verbal and written communication
• Strong problem-solving, attention to detail, and ability to stay calm in fast-paced environments
• Strong organizational skills with multitasking ability
• Customer-focused mindset and willingness to adapt to changing priorities

Compensation & Benefits

Salary : $45,000 CAD

Remote-first with location-based considerations; benefits vary by location and hub (e.g., Austin, Atlanta, Miami, Denver).

• Comprehensive health & wellness benefits
• Paid time off and holidays; 401(k) where available
• Equipment : Mac or PC, monitor, keyboard, mouse
• Referral rewards and other programs

Recruiting Process

• Step 1 : Video call with Talent Acquisition
• Step 2 : Video call interview with Hiring Manager
• Step 3 : Final video interview with Director, Logistics & Customer Support
• Step 4 : Offer & reference check

Equal Opportunity

CharterUP is an Equal Opportunity Employer. We are committed to an inclusive, accessible workplace. We hire without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, or any other protected characteristic. If you require accommodation during the recruitment process, please let us know.