Member Success Representative (Weekends)

Dialogue; Canada; Remote; CAD 30,000 - 50,000; Part time

Job summary

An established industry player is seeking a Member Success Representative to enhance member experience through empathetic support and effective communication. This part-time, fully remote role requires bilingual proficiency in French and English, with a focus on building trust and resolving inquiries efficiently. Ideal candidates will thrive in a fast-paced environment, managing tasks calmly and professionally. If you're passionate about customer service and eager to contribute to member success initiatives, this opportunity is perfect for you.

Qualifications

• Exceptional written and spoken proficiency in both French and English.
• Natural ability to build positive interpersonal relationships.

Responsibilities

• Providing efficient and personalized solutions to member inquiries.
• Building trust and strong relationships with members through communication.

Skills

Interpersonal Skills

Bilingual (French and English)

Problem-Solving

Customer Service Experience

Communication Skills

Tools

Slack

Customer Service Help Desks

Job description

Reporting to Alice Brovkin, Manager, Customer Success, as a Member Success Representative, you will play a critical role in delivering a seamless, white-glove experience for our valued members. Your mission is to promptly and effectively address member inquiries, resolve issues with empathy and efficiency, and contribute to initiatives that enhance the overall member experience. This role reflects our commitment to embodying our company values in every interaction and ensuring member satisfaction at the core. Please note that this role is fully remote but requires you to be located in Montreal.

What you’ll be doing:

• Providing efficient, empathetic, and personalized solutions to members when responding to member inquiries via email, chat, and phone
• Building trust and strong relationships with members through open and proactive communication
• Solving problems both independently and collaboratively, maintaining a calm and professional approach
• Supporting additional member success initiatives, such as monitoring public app reviews and NPS survey responses
• Sharing valuable member insights with internal teams to enhance product and service offerings

We'd love to hear from you if you have:

• Natural ability to build positive interpersonal relationships
• Exceptional written and spoken proficiency in both French and English
• A keen eye for accuracy and a resourceful approach to problem-solving
• Ability to manage various tasks efficiently while remaining calm under pressure
• Experience working in customer service, communication, sales or any related experience
• Availability for part-time employment (21 hours/week)
• Ability to work both independently and collaboratively
• Familiarity with online collaborative tools such as Slack, an asset
• Experience using customer service help desks, an asset

Availability:

• Weekends: Ability to work primarily weekends (8AM - 4PM EST) and a few varied shifts during the week between 8AM - 6PM EST, including occasional additional availability during peak/holiday periods.

Please note that as we serve customers across Canada, bilingualism is essential for this position. You may be required to communicate in French and English.