Customer Support Specialist - Bilingual (French/English)

About Us Our company is on a mission to reduce food waste and make high-quality, affordable food accessible to everyone. Through our innovative app-based marketplace, we connect shoppers with discounted perishable items while helping retailers turn would-be waste into revenue and meaningful environmental impact. We’re growing quickly across North America and partnering with retailers of all sizes to expand our reach. If you’re passionate about creating real change for people and the planet, we’d love for you to join us. Your work here will directly contribute to a mission that helps families save money, reduces waste, and builds a more sustainable future. What We're Looking For We're looking for a full-time Customer Support Specialist to join our small but mighty support team. This is a remote position open to candidates in Canada or the US, with core hours of 9am–5pm PST (12–8pm EST) and one Saturday or Sunday each week to support our customers and grocery partners. This is a complex role — part problem-solver, part relationship-builder. You'll be hands-on in resolving customer inquiries with accuracy, efficiency, and empathy, while also helping shape how we deliver a best-in-class support experience. This role is ideal for someone who: Thrives in a small, fast-moving, mission-driven support team Takes ownership and drives customer issues from first contact to resolution Collaborates effectively across teams (Product, Engineering, Partnerships, Customer Support Manager) Balances speed with quality, accuracy, and empathy Is motivated by solving real-world problems for shoppers and grocery partners alike What You'll Do Customer Support & Issue Resolution Respond quickly and professionally to escalated customer support requests across both apps — primarily via email tickets, with some phone support each day Respond to customer service inquiries on social media platforms with timely, professional, and empathetic responses Troubleshoot customer issues across multiple internal systems with accuracy and empathy, providing clear guidance and timely resolutions Handle multiple cases simultaneously while maintaining attention to detail and a positive customer experience Deliver a customer-first experience in every interaction, turning challenges into opportunities to build loyalty Technical Issue Monitoring & Escalation Identify, document, and monitor recurring technical issues or bugs Act as a liaison between customers and internal teams (Product, Engineering, Partnerships), ensuring issues are communicated clearly and resolved efficiently Proactively follow up on open cases to keep customers informed and build trust Collaboration & Continuous Improvement Work closely with the Customer Support Manager and internal teams to share customer insights and feedback that drive product and process improvements Contribute to support resources such as FAQs, help center articles, and internal documentation Participate in team discussions and take on independent projects that improve the customer experience and support operations What You'll Bring Bilingual — fluent in French and English (required) 2–4 years of customer or technical support experience in the tech space, ideally at a fast-paced start-up (B2B or B2C) Excellent written communication skills — clear, concise, and professional across all customer interactions Strong troubleshooting skills across a variety of systems, with the ability to figure things out independently Office or remote work experience, with a track record of managing responsibilities, deadlines, and projects Strong attention to detail with accurate documentation and process adherence Comfortable collaborating cross-functionally in a dynamic, fast-moving environment A proactive, go-getter mindset and willingness to take on a broad spectrum of work, including independent projects Nice to Have Based in the PST time zone; able to work one weekend day Familiarity with support ticket platforms (Zendesk, Jira, Freshdesk, etc.…