Client Support Specialist (Bilingual, French or Spanish)

Responsibilities

• Act as a trusted partner to customers, understanding their business needs and helping them achieve success with our products
• Build and maintain relationships with key customer stakeholders to drive adoption, engagement, and satisfaction
• Serve as a knowledge enablement resource, creating and maintaining guides, training content, and FAQs for both customers and internal teams
• Collaborate cross-functionally to communicate customer insights, product challenges, and opportunities for improvement
• Proactively identify patterns or recurring challenges and provide recommendations to improve customer workflows and experience
• Support initiatives focused on driving customer success outcomes, including retention, adoption, and engagement metrics
• Monitor and contribute to customer support KPIs, including first response time, resolution time, customer wait time, and ticket volume, ensuring a balance of quality and efficiency
• Identify opportunities to streamline ticket handling, improve response frameworks, and reduce friction in customer interactions
• Participate in coaching, mentoring, and team knowledge-sharing to strengthen organizational capabilities

Requirements

• 1–3 years of experience in customer support, customer success, or related client-facing roles
• Strong communication and relationship-building skills with the ability to guide customers toward success
• Comfort with learning and explaining complex software tools and processes
• Written and spoken fluency in English; Canadian French and or Spanish
• Experience using ticketing or support tools such as Zendesk, Salesforce, or similar platforms