Bilingual Customer Experience Agent - French / English

About the job

Please read the JD till the end. The RoleThis is a direct-to-consumer (D2C) support role. You will be the first point of contact for end customers of our e-commerce clients - handling their queries via chat and voice in both French and English. The ideal candidate has hands-on experience resolving real customer issues in French: orders, returns, refunds, complaints, and everything in between. Canadian French speakers are strongly preferred for this role, as a significant portion of our client base serves the North American French-speaking market. Candidates with experience supporting French Canadian consumers will be given priority consideration. What You'll Do

• Handle end-consumer queries via chat and voice in French and English - primarily order status, tracking, returns, exchanges, refunds, account issues and product knowledge
• Deliver fast, empathetic, and accurate resolutions to customers who are often frustrated or time-sensitive
• Manage high-volume queues while maintaining quality and meeting SLA targets
• Accurately log all interactions in the support tool and follow established escalation paths
• Stay current on client product, policy, and process updates to ensure consistent, accurate support
• Identify recurring issue patterns and flag them to the team lead.

Who You Are Non-Negotiable Requirements

• Fluent in both French and English spoken and written. Bilingual proficiency is mandatory
• Minimum 2 years of experience in a direct-to-consumer (D2C) customer support role -handling real end customers, not enterprise or B2B clients
• Demonstrable experience resolving French-language consumer queries in a live support context (chat, voice, or email)

Preferred Qualifications:

• Canadian French (Qubcois) proficiency - candidates with experience supporting French Canadian consumers will be prioritised
• Background in e-commerce consumer support - orders, returns, refunds, tracking, and marketplace queries
• Comfort handling both chat and voice simultaneously during live shifts
• Experience with helpdesk tools such as Zendesk, Freshdesk, Gorgias, or Shopify
• Prior night shift or US time zone work experience
• Formal French language certification (DELF, DALF, or equivalent)

Important Note on Experience:We specifically require direct-to-consumer (D2C) support experience for this role. If your French-language CX background has been primarily in B2B or enterprise support - for example, managing business accounts, merchant portals, or technology platforms -please note that this is a different context to what this role involves. D2C e-commerce support means handling individual consumers: their emotions, their expectations, and their often urgent, personal queries. We are looking for candidates who have navigated this environment in French and can hit the ground running. Technical Requirements: