French & English | Remote Customer Support Advisor | Music Streaming

ModSquad; Ireland; Remote; EUR 45,000 - 60,000; Full time

Job summary

ModSquad is seeking experienced Customer Support Advisors to join a fully remote team offering support in French and English. You will handle 5–6 conversations concurrently, resolving account, billing, subscription, technical, and product-related issues while following detailed workflows and knowledge base resources.

The role requires strong multi-chat experience, excellent language skills, and meticulous documentation.

Qualifications

• Previous high-volume written customer support experience.
• Ability to manage multiple chats simultaneously (5+ chats at once preferred).
• Fluent written French and English.
• Strong problem-solving and attention to detail.
• Comfortable learning and following detailed workflows.
• Experience with knowledge bases, case management systems, or similar tools.

Responsibilities

• Handle 5–6 customer conversations simultaneously while maintaining accuracy and quality.
• Resolve account, billing, payment, subscription, technical, and product-related issues.
• Research and follow workflows and knowledge base resources.
• Navigate multiple systems, staying organized and detail-oriented.
• Review previous interactions to determine next steps and escalate when needed.
• Document resolutions accurately and identify recurring issues.

Skills

High-volume support

Multitask chats

Fluent French

Fluent English

Workflow adherence

Knowledge bases

Case management systems

AI-assisted tools

Tools

Case management systems

AI-assisted tools

Knowledge bases

Job description

# **We Could Use Someone Like You in Our Crew.****ModSquad** has partnered with one of the world’s leading music streaming platforms and is looking for experienced Customer Support Advisors to join our fully remote team.You’ll provide written support through inbound messaging in **French** **and English**, assisting with account, billing, payment, subscription, technical, and platform-related issues.This is a fast-paced, high-volume environment where you’ll handle **5-6 customer conversations at once**, navigate multiple systems, research knowledge base resources, and follow detailed workflows. **Strong multi-chat experience is essential.*****Please note:** Qualified applicants will complete language assessments in both **French** **and English.*****What You’ll Do*** Handle **5-6 customer conversations simultaneously** while maintaining accuracy and quality* Resolve account, billing, payment, subscription, technical, and product-related issues* Research and follow workflows and knowledge base resources* Navigate multiple systems while staying organized and detail-oriented* Review previous and automated support interactions to determine next steps* Communicate professionally and empathetically, including in challenging situations* Follow security and verification procedures* Use sound judgment and escalate when needed* Document resolutions accurately* Identify recurring issues and provide feedback to improve support**What We’re Looking For****Required:*** Previous high-volume written customer support experience* Proven experience managing **multiple simultaneous chats**; **5+ chats at once strongly preferred*** Fluent written **French** **and English*** Strong problem-solving and attention to detail* Comfortable learning and following detailed workflows* Able to stay organized and productive in a fast-paced environment* Experience with knowledge bases, case management systems, or similar tools**Valued but not required:*** Tier 2, specialist, or escalation-support experience* Payments, billing, refunds, or account security experience* Digital, technology, or subscription-based experience* Experience with AI-assisted support tools* Experience identifying trends or improving support processes**Orientation & Production Schedule****8-week orientation | 40 hours/week****Phase 1: 4 weeks*** 4:00 AM - 1:00 PM Pacific Time**Phase 2: 4 weeks*** Self-scheduled during available production hours**Production:*** Available 24/7* Minimum **25 hours/week*** Minimum **12 weekend hours** (Saturday and/or Sunday)**Workspace Requirements*** Windows 11 or macOS Sequoia/Tahoe* Minimum **8 GB RAM**; 16 GB recommended* Broadband internet, minimum **40 Mbps*** Webcam or smartphone capable of taking clear photos* ModSquad security software and mobile 2FA app* **Dual monitors strongly recommended**If you have strong multi-chat experience and thrive in a fast-paced support environment, we’d love to hear from you.