Sr Customer Support Representative (Vetify Fulfillment Representative) - Bilingual French/English

About the role

The Vetify Fulfillment Representative (Sr Customer Support Rep) will assist end-users in maximizing the value of the Avetta platform by supporting compliance workflows, verifying documentation, and resolving inquiries across multiple service channels. This role plays a critical part in ensuring supplier success and satisfaction through timely, accurate, and professional support.

Responsibilities

• Guide suppliers through Avetta’s products and assist with navigation, task completion, and compliance workflows
• Own the supplier experience by managing assigned accounts and building strong, trust-based relationships
• Proactively monitor supplier progress and follow up to ensure timely completion of compliance tasks
• Verify technical and regulatory documents submitted by suppliers, including insurance certificates and safety documentation
• Record and track customer inquiries, complaints, and feedback in internal systems (e.g., Salesforce)
• Collaborate with internal departments to resolve customer requests and escalate issues as needed
• Identify and document product defects and usability gaps reported by users
• Handle and resolve customer complaints with professionalism and empathy
• Uphold Avetta’s core values by delivering respectful, fair, and knowledgeable service in every interaction
• Regular and predictive attendance

Requirements

• Ideal Experience, Education & Training: 1–2 years of experience in customer service, preferably in a SaaS or cloud-based environment, Avetta-specific experience preferred
• Strong communication skills, both written and verbal
• High attention to detail and ability to multitask in a fast-paced setting
• Proficiency in desktop productivity tools (e.g., Word, Excel)
• Aptitude for learning new software systems and business processes
• Self-motivated with a passion for helping customers
• Bachelor’s degree preferred; Associate degree considered

Skills

• Full fluency in both French and English, both verbally and in writing

Benefits

• Hybrid schedule available if residing within commutable distance to one of our offices (3 days in office, 2 days work from home)
• Remote work may be considered for those outside of commutable distance

Pay

$18.50 USD/hour

Schedule

This position starts on August 10 and requires 100% attendance for 8 weeks of training (Monday-Friday, 9 am-6 pm MT).