Web Hosting Customer Experience Specialist - French and English

HostPapa, Inc.; Canada; Remote; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Remote-first

Professional development

AI tools access

Job summary

Managed.com is hiring a Customer Experience Specialist to join our remote-first, AI-first support team. You’ll help customers solve web hosting and website problems via phone, email, tickets, and live chat, delivering friendly, clear guidance to resolve issues quickly.

You’ll support English and French-speaking customers, explain technical concepts like DNS and WordPress, and collaborate across time zones to maintain high satisfaction levels while growing in a flexible, innovative environment.

Qualifications

• Experience in a technical support or helpdesk role.
• Strong troubleshooting for websites and email systems.
• Fluent English and French communication.

Responsibilities

• Provide technical support via phone, email/tickets, and chat.
• Resolve customers’ web technology issues by explaining web hosting components and offering clear, actionable guidance.
• Troubleshoot and resolve advanced website and email issues.
• Install, configure, maintain, and fix errors for content management systems like WordPress.
• Explain DNS settings and web design tools in a way customers can understand.
• Address and elevate pre-sales, sales, and billing inquiries as needed.
• Schedule and conduct callbacks to ensure a smooth support experience.
• Deliver an outstanding customer experience and help maintain high satisfaction levels.
• Support French-speaking customers in their preferred language.

Skills

Technical support

Troubleshooting

Bilingual English/French

WordPress knowledge

Tools

WordPress

DNS concepts

Job description

Position Summary:

At managed.com, we're a remote-first, global team. We're also AI-first, so finding practical ways to use AI is part of every role here.

As a Customer Experience Specialist, you'll help customers solve web technology problems through phone, email/tickets, and live chat. You’ll be the go-to expert for troubleshooting website, email, and hosting issues, offering friendly and knowledgeable support that ensures every customer gets the help they need, fast and stress-free.

Schedule - All on Eastern Time (Toronto):

• 2:00 AM - 10:00 AM
• 9:00 AM - 5:30 PM

What you’ll do:

• Provide technical support via phone, email/tickets, and chat
• Resolve customers’ web technology issues by explaining web hosting components and offering clear, actionable guidance
• Troubleshoot and resolve advanced website and email issues
• Install, configure, maintain, and fix errors for content management systems like WordPress
• Explain DNS settings and web design tools in a way customers can understand
• Address and elevate pre-sales, sales, and billing inquiries as needed
• Schedule and conduct callbacks to ensure a smooth support experience
• Deliver an outstanding customer experience and help maintain high satisfaction levels
• Support French-speaking customers in their preferred language
• Support other tasks or projects as assigned to meet team and business needs

About you:

• Experience in a technical support or helpdesk role
• Strong troubleshooting skills, especially for websites and email systems
• Solid communication skills in English and French (written and verbal)
• Experience with web hosting platforms is a strong plus
• A customer service background or a related tech role is an asset

What we offer:

• Remote-first work, with team members across many countries
• Competitive pay, benchmarked against the markets we hire in
• Room to grow, with real ownership of your work and support for professional development
• Flexibility in how and when you work, within the core hours your team needs
• Access to the AI tools you need to do your work, and the room to experiment with them

About us:

Managed.com is the company behind a family of specialist brands spanning business technology, infrastructure, and channel commerce. These include HostPapa, ColoCrossing, Hostopia, CloudBlue, and LogoMaker. Each brand serves its market through its own products and customer experience. Together, we are bringing those strengths closer to create more connected experiences and help businesses build, operate, and grow in the AI era.

Our culture is built on trust, respect, and doing work that matters to our customers. As our brands come together, there's real room to grow into new roles and new areas of the business.

Managed.com is an equal-opportunity employer. We value the range of backgrounds, perspectives, and experiences across our team, and we hire and promote based on skills and contribution.

We're committed to providing accommodations for people with disabilities at every stage of the hiring process. If you need an accommodation, let us know, and we'll work with you to meet your needs.

It is anticipated that this position will be performed outside of Ontario.