Customer Onboarding Specialist, SaaS
Insycle
Customer Support Coordinator – Bilingual, English/French
CharterUP
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 CA$45,000 per year
Job Level
Junior
About the role
- Provide inbound call support in both English and French and respond to customer inquiries via email
- Conduct outbound calls in both English and French to resolve customer requests and troubleshoot common issues
- Monitor live trips during scheduled weekend shifts and address disruptions (delays, cancellations, route changes)
- Act as primary point of contact for customers, drivers, and operations teams for urgent support requests
- Coordinate alternative solutions for unexpected events (traffic, vehicle breakdowns, weather) and communicate timely updates
- Build and maintain positive customer relationships, educate customers on DOT rules, and follow up after resolution
- Collaborate with internal teams to ensure smooth customer experiences and track service requests, escalating operational delays when necessary
- Maintain detailed and accurate records of customer interactions in ticketing system and adhere to company policies, procedures, and SLAs
- Escalate critical issues and partner with team leads or managers for escalated support or policy exceptions
- Participate in training sessions, stay up-to-date with product updates, and contribute to continuous improvement
Requirements
- Fluent in both English and French
- 1-2 years of customer service or logistics coordination experience; experience in transportation, hospitality, or similar industries is a plus
- Excellent verbal and written communication skills
- Strong problem-solving abilities and attention to detail
- Ability to remain calm and professional in fast-paced or high-pressure situations
- Strong organizational skills and the ability to multitask effectively
- A customer-focused mindset with a commitment to delivering exceptional service
- Willingness to adapt to changing priorities and learn new systems or processes
- Role is listed for Quebec/Canada (hiring in Canada/Remote)
